9 retailers with the worst customer service

Customer satisfaction with retailers is at an all-time high. However, while the industry improved overall, according to the American Consumer Satisfaction Index (ACSI), not all retailers received high marks. At the positive end of the spectrum, while traditional brick-and-mortar retailers set a record, e-commerce scored better still. At the negative end, traditional retailers received the most negative Read More

Customer Service Tip: That Whiny Complaining Customer? She’s Actually A Gift From The Gods

A customer who brings up two, three, even four complaints in a row is just a whiner, right? The problem has to be the customer, not your customer service experience, it would seem. But the weird thing is, complaints about your customer service or your product sometimes come in threes. Or fours. All from the Read More

The Customer Service Habit: Why Your Company Culture Needs To Catch It

Want to deliver customer service so good it knocks your competition out of the running? If so, you can’t leave it to happenstance.  Extraordinary customer service comes from building an organizational, cultural habit: making sure great customer service feels like the norm, the expectation in your company culture, rather than an exception, a fluke. Habit is the Read More

Good customer service is no longer good enough: Optus

If businesses were put to a customer satisfaction test, only 12 percent of Australian organisations would pass in delivering outstanding customer experience — the benchmark needed to retain customer loyalty, according to the Optus Future of Business Report 2014. The report showed that 95 percent of the time customers are likely to remain a customer Read More

Data Point: The New Customer Service Pro: Your Gadget

Shoppers have always wanted good customer service. They just prefer now to get it from themselves. People browsing store aisles would much rather use their own devices or electronic kiosks rather than speak to employees, according to a Deloitte study that was charted by Statista. More than half the people surveyed said they would prefer to look up Read More