article thumbnail

How to improve customer satisfaction with concrete language

Inside Customer Service

Concrete language improves customer satisfaction and increases revenue. Grant Packard and Jonah Berger did two field studies on the effect of concrete language in customer service. The first study analyzed 200 customer service calls placed to an online apparel retailer. Concrete language does that well.

article thumbnail

M&S show the power of good customer service

The Customer Service Blog

A major part of M&S’s return to the FTSE 100 last week (along with a share price rise of over 70%) can be credited to the retailer’s significant investments in customer service. This data shows why, for a business’s bottom line, customer satisfaction is vital. It also invested £46.5m


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Turning the tide: CS expert Jo Causon on reviving customer satisfaction rates


Customer satisfaction scores in the UK have taken the biggest hit since 2015. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. When it comes to customer service, you really do reap what you sow.

article thumbnail

Customer Satisfaction Continues Declining

Beyond Philosophy

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas

This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally. Through actual case studies, Steve will analyze companies that have harnessed the potential of AI-driven conversations to transcend CX boundaries. Don't miss this exclusive event!

article thumbnail

ENTRIES NOW OPEN: the UK Customer Satisfaction Awards

The Customer Service Blog

The UK Customer Satisfaction Awards are the UK's most prestigious awards in the area of British customer service. The Awards are run by The Institute of Customer Service. The Awards recognise organisations and individuals that have implemented successful customer service strategies.

article thumbnail

Why is Accessibility Important for Customer Satisfaction?


Today’s customer craves the swift and easy—and this rings 1000 times truer for call center customers. Your customer service should be accessible to everyone. But contact center accessibility doesn’t just help people with disabilities—it helps every customer. How does this tie to customer satisfaction?