How much does bad customer service cost?
According the results from a recent survey completed by Greenfield Online, bad customer service seems to pose a big problem – over $338.5 billion a year. The survey was carried out in 16 countries...
View Article50 Facts about Customer Experience
Following from the success of our past article “23 facts about customer loyalty and customer satisfaction” we have compiled a list of 50 facts that you should know about customer experience to help you...
View ArticleMulti-channel customer experience
We have contact centers, emails, web, events and of course social media, and all have different ways of interacting with customers, and different data sets. So, the question becomes – how do you...
View ArticleHow to use surveys to power your social media campaigns
The question that needs to be on everyone’s minds when starting a social media campaign is “How well do you know your audience?” Do you understand the reason why they do business with you? What is the...
View ArticleGlobal Customer Service Barometer
The recent report published published by American Express® tells us the state of the customer service industry – with some interesting findings! Below you will find a handy infographic to help you...
View ArticleMeasuring the customer experience
We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience.. Using his experience, he takes us through the steps that we need to go through in order to...
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