The Customer Engagement Recap: July 18

By Brandon Carter | Updated on Jul 17, 2014 11:19:00 PM

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Finish off this return-from-vacation week with the news (and news you may have missed) that's going to impact your customers in the coming weeks and months.

In this week's customer engagement recap:

  • Comcast Apologizes for 'Unacceptable' Customer Service Call That Won't End
  • F.C.C. Is Deluged With Comments on Net Neutrality Rules
  • What You Need to Know About Crunched Consumers and Their High Expectations
  • Slow customer service costs you over $750 a year
  • 8 Personality-Based Tips to Earn Emotional Loyalty from Gen X
  • Now Facebook Is Testing A “Buy” Button In Its Ads

 

  • Comcast Apologizes for 'Unacceptable' Customer Service Call That Won't End (ABC News)

Rough week part 1: An editor from one of the largest tech blogs online experiences one of the worst customer service calls of all time, records it publishes it, and now it's viral.

 

  • F.C.C. Is Deluged With Comments on Net Neutrality Rules (New York Times)

Rough week part 2: Comcast's (and others) plans to tier their offerings for special payment packages is very, very unpopular with the community at large. As in, over 1 million comments to the FCC unpopular.

 

  • What You Need to Know About Crunched Consumers and Their High Expectations (Access Development)

After taxes and required expenditures, the typical consumer only gets around 20% of their income to spend as they see fit. Obviously, they have very high demands for what happens with those dollars.

 

  • Slow customer service costs you over $750 a year (Market Watch)

A new survey shows that the typical American spends around 30 hours a year waiting on hold. If you've checked out our collection of loyalty stats, then you know that 70% of customers cite bad service as a reason for not buying from a brand, and 51% of them have switched providers in the past year due to poor service. Yikes.

 

This is 40? For much of Gen X, yes it is, now. This generation is just about to hit their prime career-wise, yet they're largely ignored by brands. We offered up a few broad ideas on how to continually capture their hearts and minds.

 

  • Now Facebook Is Testing A “Buy” Button In Its Ads (Consumerist)

Facebook is going to get your money somehow, some way, some day. This is their latest attempt, currently being tested with select SMBs in the US.


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Topics: Customer Engagement, Ongoing Incentive Programs, Mobile Coupons, Viewpoints, Weekly Recaps, customer service, customer loyalty

Written by: Brandon Carter

Brandon is a writer and marketer for Access Development. He's a frequent blogger on customer and employee engagement & loyalty, consumer trends, and branding.

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