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does omnichannel exist

Does Omnichannel Really Exist?

‘Omnichannel’ has passed buzzword status and is now heard left and right in discussions on customer service. It is the combination of pathways, using different technologies, between the customer and the business. For example, web-accessible information that can also be reached over the phone or that links a customer to other methods of contact, such […]
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the cost of bad customer service

The Cost of Bad Customer Service

Any business with customers should know that their business is centred around the people they work with and their satisfaction. Bad customer service is enough to drive customers away forever and sacrifice their trust and your business’ reputation. Businesses lose up to $62 billion every year due to bad customer service. But does the bad […]
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what customers think

What Customers Think

Taking an interest in feedback is the key factor to the improvement of a business’ customer service. After all, brainstorming solutions without knowing the real problems is totally pointless. So, what are customers thinking? While 80% businesses are out there saying their customer service is superior, only a sorry 8% of customers agree businesses don’t […]
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Customer Services Statistics You Can't Ignore

Customer Services Statistics You Can’t Ignore

Customer Service quality is what divides businesses up into those that have loyal, grateful customers and those that have customers whispering rumours of their bad service. Those in the first group are, of course, the ones making a larger profit as 45% of customers will pay more solely to guarantee impressive service levels. Bringing the […]
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customer focused ceo

Customer Service Focused CEO

The most competent companies are led by CEOs who are truly customer service focused and make clear decisions based on connecting people. A good CEO would not distance themselves from customers with a high and mighty mindset but would do the opposite and creates easy paths to their customers.  Customer service needs to move from […]
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