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Customer service Digital Article. Su Kyung (Irene) Kim. Yujie Zhan. Empowering frontline workers to take small actions, like waiving a fee or allowing a return outside of the window, can boost the ...
Customer service Digital Article. Su Kyung (Irene) Kim. Yujie Zhan. Empowering frontline workers to take small actions, like waiving a fee or allowing a return outside of the window, can boost the ...
17 sept. 2021 · September 17, 2021. Improving the Customer Service Experience. Bad customer service experiences are all too common. They are the customer emails that take a company too long to acknowledge ...
2 oct. 2018 · Companies have been trying to adopt customer centricity for nearly 20 years now. Yet only 14% of marketers say their company really focuses on customer centricity. To build a culture that focuses ...
HBR’s Most-Read Articles of 2024 (So Far) Customer experience Digital Article. Kelsey Hansen. The five stories that have resonated most with our readers this year. August 30, 2024.
12 janv. 2023 · 10 Ways to Boost Customer Satisfaction. by G. Tomas M. Hult and Forrest V. Morgeson. January 12, 2023. Tim Robberts/Getty Images. Summary. Customer satisfaction is at its lowest point in the past ...
5 avr. 2023 · Engaged Employees Create Better Customer Experiences. by Denise Lee Yohn. April 5, 2023. Yaroslav Danylchenko/Stocksy. Summary. It’s time for leaders to double down on the idea that the employee ...
22 mars 2023 · Robots Are Changing the Face of Customer Service. The potential benefits are clear — but to realize them, service robots must be designed and implemented the right way. Summary. Thanks to the ...
1 août 2014 · The Value of Customer Experience, Quantified. Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as ...
28 févr. 2019 · Why Is Customer Service So Bad? Because It’s Profitable. Summary. American consumers spend, on average, 13 hours per year in calling queue with an estimated monetary cost of $38 billion. A third ...
