New research carried out by NewVoiceMedia, offers a compelling view of the consequences of poor customer service in the US. The results reveal that an estimated $41 billion is lost by US companies ...

Social customer service is important for building loyal customers, managing online reputation and helping to grow revenue, an infographic from Ambassador, a referral tracking and management software, ...

Technology has improved many areas of marketing, and customer relationship management is no exception. Rather than dialing a number and sending an email, users now more than ever, ask for a product ...

Following a bad shopping experience, some customers will dismiss a brand. In fact, 39% of consumers said they will avoid retailers for two or more years after bad experiences. Although good ...

The days when phone support and auto-reply emails ruled the service world are numbered. Text, social media, chatbot—the future of customer service is all digital, all the time. Because in an age when ...

More retailers are focusing on improving the customer service experience. In fact, 70% of retailers providing quality customer service said they’re using the feedback to “make strategic business ...

10 mind-blowing stats on why the today’s customer service looks a lot like yesterday’s. There’s a reason customer service professionals may have a sense of déjà vu. It’s because the issues they deal ...

Sure, it pays to focus on customer acquisition -- but what about customer retention first? According to the infographic below, 80% of businesses believe they provide "superior" customer service. But ...

Customer churn—when people stop using your products or services—can be tremendously costly. That's why it's essential for businesses of all types to understand what their churn rate is and to reduce ...

Want to improve how your company uses social media? Look at traditional customer service for ideas about what customers want when they reach out to a company. Over half of brands (55.5%) do not not ...

Since the start of the pandemic, companies have struggled to keep up with shifts in customer behavior, especially around customer expectations. This is most acute during the last mile of a delivery, ...