Connecting the Dots

APRIL 16, 2021

Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1].

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

ClearAction

DECEMBER 14, 2017

Customer-centricity — degree that customers’ welfare is at the center of the solution provider’s decision-making and actions. Customer experience improvement — process-wide problem resolution and prevention. Customer complaint resolution — solving issues and communicating solution to complaint originators.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

ClearAction

DECEMBER 14, 2017

Customer-centricity — degree that customers’ welfare is at the center of the solution provider’s decision-making and actions. Customer experience improvement — process-wide problem resolution and prevention. Customer complaint resolution — solving issues and communicating solution to complaint originators.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

Nicereply

MAY 22, 2023

Social media support is an essential part of customer satisfaction strategy for many companies. The key to a successful social media strategy lies in providing customer support through all available channels. For a more comprehensive guide, check out Tips on Social Media Strategy for Your Customer Service.

Complaint resolution 52

Complaint resolution Customer Support Feedback Surveys 52