November 24th, 2010
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 follow the trends and stay ahead of the competition in 2011. Read the rest of this entry »
Tags: Accenture, Article 23, Customer Defection, Customer Experience, Customer Experiences, Customer Loyalty, Customer Retention, Customer Satisfaction Report, Defection Rate, Dissatisfied Customer, Dissatisfied Customers, Global Customer, Mckinsey, Mobius, Negative Experience, Office Of Consumer Affairs, Poor Quality, Six Times, Unhappy Customers, White House Office
Posted in Edition 27 | No Comments »
October 26th, 2010
Tags: Accenture, Article 23, Customer Defection, Customer Experience, Customer Experiences, Customer Loyalty, Customer Retention, Customer Satisfaction Report, Defection Rate, Dissatisfied Customer, Dissatisfied Customers, Global Customer, Mckinsey, Mobius, Negative Experience, Newell, Office Of Consumer Affairs, Poor Quality, Six Times, Unhappy Customers, White House Office
Posted in Edition 26 | 2 Comments »
September 27th, 2009
Complaining, complaining, complaining…more and more people are complaining about everything.
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Tags: 3g, Amazon, Anger, Apple, Catch 22, Communication Channels, Constructive Criticism, Customer Complaints, Customer Input, Dogpile, Free Software Upgrades, Interplay, Iphone, Market Transparency, Marketer, Raising The Bar, Satisfaction, Seth Godin, Speedy Delivery, Unhappy Customers
Posted in Edition 14 | No Comments »
September 26th, 2009
Complaining, complaining, complaining…more and more people are complaining about everything. Read the rest of this entry »
Tags: 3g, Amazon, Anger, Apple, Catch 22, Communication Channels, Constructive Criticism, Customer Complaints, Customer Input, Dogpile, Free Software Upgrades, Interplay, Iphone, Market Transparency, Marketer, Raising The Bar, Satisfaction, Seth Godin, Speedy Delivery, Unhappy Customers
Posted in Edition 13 | No Comments »
September 26th, 2009
These 23 facts that are probably the most important things to know about customer loyalty and customer satisfaction! Read the rest of this entry »
Tags: 23 facts, American Banks, Contact Center, Customer Defection, Customer Experience, Customer Experiences, Customer Loyalty, Customer Retention, Customer Satisfaction, Customer Service Strategy, Defection Rate, Dissatisfied Customers, Existing Customers, facts on customer loyalty, Good Customer Service, Inbound Service, Mckinsey, Retail Bank, S Sales, Six Times, Typical Company, Unhappy Customers
Posted in Edition 05 | No Comments »
September 26th, 2009
This research shows that for every 26 unhappy customers, only one will lodge a formal complaint with Management.
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Tags: Anxiety, Brand Awareness, Customer Complaint, Customer Feedback, Feedback Channel, Feedback Surveys, Feedback System, Feedback Systems, Formal Complaint, Internet Customer, Pitfalls, Postal Address, Providing Feedback, Shiver, Spine, Timely Comments, Unhappy Customer, Unhappy Customers, Wake Up Call, Word Of Mouth
Posted in Edition 04 | No Comments »
September 25th, 2009
You probably already do know this, or at least some of this. But then again, I have learned through experience that repetition helps.
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Tags: Advocates, Competitor, Dissatisfied Customers, Existing Customers, Important Facts, Loyal Customers, Repetition, Six Times, Typical Company, Unhappy Customers
Posted in Edition 03 | No Comments »
The Customer Complaint Iceberg
September 26th, 2009This research shows that for every 26 unhappy customers, only one will lodge a formal complaint with Management.
Read the rest of this entry »
Tags: Anxiety, Brand Awareness, Customer Complaint, Customer Feedback, Feedback Channel, Feedback Surveys, Feedback System, Feedback Systems, Formal Complaint, Internet Customer, Pitfalls, Postal Address, Providing Feedback, Shiver, Spine, Timely Comments, Unhappy Customer, Unhappy Customers, Wake Up Call, Word Of Mouth
Posted in Edition 04 | No Comments »