Remove Airlines Remove Customer retention Remove Employee engagement Remove Surveys
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5 Top Customer Service Articles for the Week of November 26, 2018

ShepHyken

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. No, I Don’t Want to Take Your Survey By Gerry McGovern . Am I your employee?

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Why Customer Service is Important to Businesses: Top 5 Reasons

ProProfs Blog

Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.

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Putting Humanity in Contact Centers

Customer Relationship Metrics

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. And as many studies have confirmed, engagement is directly correlated with higher levels of individual and organizational performance. This results in higher profits, lower costs, higher customer retention and referrals.

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11 Customer Experience Flaws that Predict a Company?s Failure

CSM Magazine

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Research shows that high employee engagement leads to better customer engagement.

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Customer Service Recovery Guide: Steps to Make It Right

ProProfs Blog

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . Well, the answer is, he did not give up his seat to a United employee. With a good customer service recovery process in place, your company can: Increase the number of loyal customers substantially.

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.