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Customer service - HBR - Harvard Business Review
Superior customer service can be an essential source of strength as companies emerge from the recession, but managers need to understand the extent to which the consumer landscape has shifted ...
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10 Ways to Boost Customer Satisfaction - Harvard Business Review
Summary. Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue.
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Creating Customer Service Bots That People Don’t Hate
But many customers are dissatisfied with service bots: A recent field study based on 35,000 customer service chatbot interactions at a telecommunications company found that 66% received a 1 out of ...
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How Customer Service Can Turn Angry Customers into Loyal Ones
Research shows that customer service that shows empathy can drive a lot of value, and there are some simple best practices to turn aggrieved customers into loyal advocates. First, surprise ...
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Why Is Customer Service So Bad? Because It’s Profitable.
American consumers spend, on average, 13 hours per year in calling queue with an estimated monetary cost of $38 billion. A third of complaining customers must make two or more calls to resolve ...
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6 Ways to Build a Customer-Centric Culture - Harvard Business Review
Companies have been trying to adopt customer centricity for nearly 20 years now. But the CMO Council reports that “only 14 percent of marketers say that customer centricity is a hallmark of ...
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Using Technology to Create a Better Customer Experience
A compelling CX demands balancing customer empathy with technology to avoid falling into the trap of what we call “engineered insincerity,” or using automation to simulate interest in who you ...
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Kick-Ass Customer Service - Harvard Business Review
Customer service quality is falling. That’s because today’s reps aren’t selected and trained to handle increasingly complex customer issues. The Fix.
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Stop Trying to Delight Your Customers - Harvard Business Review
Reprint: R1007L The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people ...
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Engaged Employees Create Better Customer Experiences
Third, integrate customer and employee journey maps to identify and diagnose customer problems. And finally, provide visibility into CX and EX performance together, putting measurements of success ...
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