What really separates USAA from its peers is the deep connection to its members. Service – and especially military service – is “entrenched in our daily lives,” says Director of Social Servicing Richelle Caroll, and more than once she referred to it as an “obligation”.
With the widespread adoption of knowledge bases, online communities and Q&A sites, consumers can easily find their own answers, any time, anywhere. Here's why brands need to recognize and work with this trend.
In a new episode of the Focus on Customer Service podcast, Dan Gingiss and Dan Moriarty speak with Wayne Huang from Twitter to discuss how to prove that customer service has actual value on the platform.
Seventy eight percent of consumers have ended a business relationship due to bad customer service. It' s also estimated that it costs a company six to seven times more to acquire a new customer than it does to retain an existing one. So how can companies build brand loyalty? Here are some tips.