Customers Rock!

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Customer Service Through Social Media: The game has changed

Customers Rock!

In these lean times it puts an awful lot of pressure on companies to ensure retention rates are as high as possible. But are companies getting it? The short answer is no: Over 58% of tweeters who have tweeted about a bad experience have never received a response from the offending company. To be fair, things are changing.

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Killer Customer Service, or Customer-Killer Service?

Customers Rock!

This friend had earned enough miles for a free trip to Europe but hadn’t been able to fly AirlineX for awhile since his company now required him to fly the cheapest option (which this airline never was). Customers are watching the actions of your company. What do your marketing communications say about your company?

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The Old College Try

Customers Rock!

It’s really challenging to “speak with one voice&# as a company, whether your company is small, large, or anywhere in between. I recently had an experience with a major car rental company that left me appreciative of individual effort and frustrated at the inability of the company to meet the needs of the customer.

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Expert’s Corner: Delivering Voice of the Customer

Customers Rock!

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. You should know what your customers are experiencing every time they interact with your company.