Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

CSM Magazine

FEBRUARY 14, 2020

With numerous studies showing that 2020 will see customer experience overtake price and product as the key brand differentiator for companies, it’s no wonder we’re seeing increased impetus and investment in this area. Listen to feedback. On the face of it, this is often viewed by companies as a burden or cost center.

Brand ambassadors 59

Brand ambassadors Complaint resolution Customer centricity Best practices 59

Return Customer

AUGUST 15, 2018

A customer is more likely to agree to wait an additional day for resolution than dealing with false promises. A customer would prefer to know their stage of complaint resolution than wait for the final resolution to magically show up. Brands need to be proactive when communicating with customers and asking for feedback.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

SmartKarrot

APRIL 23, 2020

There are several touch points for this experience ranging from calls for sales, feedback, complaints resolution, visit of a sales representative, technician, etc. In a media company case study, McKinsey highlighted that despite all the helpdesks and customer support, customer churn was still very high.

Management 10

Management Complaint resolution Customer retention Engineering 10