Toister Performance Solutions

JUNE 24, 2021

It wasn't until 2011 that In-N-Out opened it's first Texas location. The higher the number of reviews (regardless of rating), the more enthusiastic the customer the base. It's not a perfect metric. Since Whataburger has a 61 year head start on In-N-Out (1950 vs. 2011), Whataburger would seem to have the advantage here.

Wait times 103

Wait times Customer Care Metrics Marketing 103

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

CX Global Media

JULY 12, 2019

Bill White Executive Director – Customer Care, ???Stuller, In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. Bill’s current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller. Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CCNG

OCTOBER 19, 2022

Unhappy Customers Learn how promoters differ from detractors 86% of consumers will pay more for a better customer experience. Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). complicated automated response menus, no empowerment to customer care agents, understaffing, etc.). Updated June 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

C3Centricity

NOVEMBER 16, 2014

Isn’t it time you let your own customer service people free to best serve your customers? In most companies interactions with customers are carefully scripted. The call centre metrics are designed for operational efficiency rather than customer satisfaction. Need help in improving your own customer care?

Customer Service 48

Customer Service Scripts Customer centricity Airlines 48

Russel Lolacher

JUNE 29, 2021

As someone who has worked in public sector customer care for more than a decade, I’ve found that World Social Media Day is a great opportunity to educate your organization about what a social media group does and why it does it for the benefit of the brand and its customers.

Education 98

Education Government Metrics Customer Care 98