In preparation for an in-depth analysis of Customer Experience and its connection to customer loyalty and satisfaction, the Nuance Creative Services team decided to take a look at online-based or "non-brick and mortar" companies that: Consistently rank high in customer satisfaction surveys...
Posted to
Insight from the Customer Experience Experts
by
Ilene Kaminsky
on
07-29-2009
Filed under:
Filed under: customer experience, blog, CSRs, IVR branding, customer service representative, analysis, contact center, Self Service, strategic planning, corporate social media, Zappos.com, customer loyalty
Last weekend, my cable went out. That's right. No TV at all. I didn't panic, I just asked my (very patient) husband to call our cable company while I entertained the kids. This was the beginning of the worst customer service experience either one of us has ever encountered. Now, I recognize that...
We recently received the following question through our "Ask The Experts" form: Over the past year we've seen an increase in frustrated customers and Customer Service Representatives. Our customers feel like we don't know anything about them - they complain that they have to provide...