SlideShare a Scribd company logo
RESEARCH METHODOLOGY
NAME OF THE ARTICLE:- “Stop Trying to
Delight Your Customers”
by Matthew Dixon, Karen
Freeman, and Nick Toman
INTRODUCTION
• The article challenges the widely held belief that companies should aim to "delight"
their customers through exceptional customer service. Instead, the authors argue
that reducing customer effort is a more effective way to Increase customer loyalty
and satisfaction.
• They conducted research and found that customers who reported low levels of effort
in resolving their issues were more likely to repurchase, recommend the company to
others, and increase their spending with the company.
• Overall, the authors make a compelling case for why companies should shift their
focus from delighting customers to making it easy for them to achieve their goals
when interacting with the company.
OBJECTIVES
• To challenge the widely held belief that companies should aim to "delight" their
customers through exceptional customer service.
• To argue that reducing customer effort is a more effective way to increase customer
loyalty and satisfaction.
• To offer practical strategies for reducing customer effort, such as streamlining
processes, empowering employees, and anticipating customer needs.
• To provide insights and recommendations that can help companies improve their
customer service and ultimately drive business success.
AREA OF STUDY
The article is relevant to several areas of study, including:
• Customer service: The article offers insights into how companies
can improve their customer service processes to better meet the
needs.
• Marketing: The article highlights the importance of customer
satisfaction and loyalty in driving revenue growth, and how
companies can use customer service as a tool for building
customer loyalty.
• Management: The article emphasizes the need for companies to
empower their customer service representatives to solve
customer problems on their own, and to proactively identify.
• Consumer behavior: The article sheds light on how customer
expectations and preferences have evolved over time.
• Business strategy: The article argues that reducing customer
effort can be a key competitive advantage for companies, and
that companies that prioritize customer service are more likely
to succeed in the long run
SAMPLING TECHNIQUE AND
DESIGN
• The study is based on a sample of customer service interactions
across multiple industries.
• The study includes data from over 75,000 customers, spanning over
two years.
• The study includes data from both business-to-consumer (B2C) and
business-to-business (B2B) companies.
• The study includes data from companies of different sizes, from small
businesses to large corporations.
• The study uses quantitative data analysis techniques, such as
regression analysis and correlation analysis.
• The study also includes qualitative data from interviews with
customer service representatives.
SOURCE OF DATA OF TECHNOLOGY THAT WILL
AFFECT THE FUTURE CUSTOMER SERVICE:
• Disposability in Society.
• Throw-Away Society
• Barriers to Women Empower
• Feminist Poem Analysis
• In conclusion, As technology continues to evolve, we can expect to see even more
innovative ways of gathering and analysing customer data to improve customer
service
STATISTICAL
TOOLS USED-
Three metrics used-
Customer satisfaction (CSAT)
Net promoter score (NPS)
Customer effort score (CES)
Not surprisingly, CSAT was a
poor predictor. NPS proved
better (and has been shown to
be a powerful gauge at the
company level). CES
outperformed both in customer
service interactions.
Limitations of Customer Service and how to
Overcome them-
•Rude communication of customer service staff
•Lack of unified customer view
•Poor after-sales support
•Fail to meet commitments
•Excessive customer service automation
CONCLUSION
Customer service is the support you offer your customers — both
before and after they buy and use your products or services — that
helps them have an easy, enjoyable experience with your brand.
Customers will go where they are treated fairly and with respect,
and even spend more money at such a business. Hence, investing in
customer service helps activate your flywheel because loyal
customers will help you acquire new customers free of charge by
convincing prospects to interact with your brand. Their positive
testimonials will be more effective than your current marketing
efforts—and cheaper, too.
TEAM - 3
ADITI CHOURASIA – 22BCR00337
LOKESH KH – 22BCR00362
HARISH AGARWAL – 22BCR00584
RAO SRIKEERTHI – 22BCR00355
DIPANSHU SURANA – 22BCR00341

More Related Content

Similar to RESEARCH METHODOLOGY.pptx

Creating the ideal Customer Experience
Creating the ideal Customer ExperienceCreating the ideal Customer Experience
Creating the ideal Customer Experience
Alejandro552485
 
Sales lesson for start ups - 1
Sales lesson for start ups - 1Sales lesson for start ups - 1
Sales lesson for start ups - 1
Munish Chawla
 
Gaps model final
Gaps model finalGaps model final
Gaps model final
Dinesh Bargotra
 
Building Customer Satisfaction.pptx
Building Customer Satisfaction.pptxBuilding Customer Satisfaction.pptx
Building Customer Satisfaction.pptx
SalahKamalEldin
 
Rethinking marketing
Rethinking marketingRethinking marketing
Rethinking marketing
Noman Rafiq
 
Measuring, Managing and Improving Customer Service 0816 AU (Ben)
Measuring, Managing and Improving Customer Service 0816 AU (Ben)Measuring, Managing and Improving Customer Service 0816 AU (Ben)
Measuring, Managing and Improving Customer Service 0816 AU (Ben)
Benjamin Porter
 
Customer Satisfaction - recent updates in measurement and performance across ...
Customer Satisfaction - recent updates in measurement and performance across ...Customer Satisfaction - recent updates in measurement and performance across ...
Customer Satisfaction - recent updates in measurement and performance across ...
eGovernment Resource Centre
 
Myths About Customer Service
Myths About Customer Service Myths About Customer Service
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
Asif Shaikh
 
CRM Strategy.pptx
CRM Strategy.pptxCRM Strategy.pptx
CRM Strategy.pptx
DikshaGandhi20
 
Customer Insights Your Key to Business Excellence.pptx
Customer Insights Your Key to Business Excellence.pptxCustomer Insights Your Key to Business Excellence.pptx
Customer Insights Your Key to Business Excellence.pptx
itsolutionssolved
 
5 tips for customer experience transformation
5 tips for customer experience transformation5 tips for customer experience transformation
5 tips for customer experience transformation
Tarang Rai
 
Chapter 4 Creating Customer Value, Satisfaction, and Loyalty
Chapter 4 Creating Customer Value, Satisfaction, and LoyaltyChapter 4 Creating Customer Value, Satisfaction, and Loyalty
Chapter 4 Creating Customer Value, Satisfaction, and Loyalty
Nishant Agrawal
 
PPT.ppt
PPT.pptPPT.ppt
Dynamics Day 2017 Perth: Becoming Customer Centric
Dynamics Day 2017 Perth: Becoming Customer CentricDynamics Day 2017 Perth: Becoming Customer Centric
Dynamics Day 2017 Perth: Becoming Customer Centric
Empired
 
principlesofmarketing-chapter2-170810162334.pptx
principlesofmarketing-chapter2-170810162334.pptxprinciplesofmarketing-chapter2-170810162334.pptx
principlesofmarketing-chapter2-170810162334.pptx
CHUBBYTITAMAESTRA
 
Customer Analytics Overview
Customer Analytics OverviewCustomer Analytics Overview
Customer Analytics Overview
Jamie Renehan, FCCA
 
1.5.pptx
1.5.pptx1.5.pptx
Library Hospitality: Public Relations Work, CRM Applied
Library Hospitality: Public Relations Work, CRM AppliedLibrary Hospitality: Public Relations Work, CRM Applied
Library Hospitality: Public Relations Work, CRM Applied
Philippine Association of Academic/Research Librarians
 
Customer service principles is a necessary module for every student
Customer service principles is a necessary module for every studentCustomer service principles is a necessary module for every student
Customer service principles is a necessary module for every student
fento2011
 

Similar to RESEARCH METHODOLOGY.pptx (20)

Creating the ideal Customer Experience
Creating the ideal Customer ExperienceCreating the ideal Customer Experience
Creating the ideal Customer Experience
 
Sales lesson for start ups - 1
Sales lesson for start ups - 1Sales lesson for start ups - 1
Sales lesson for start ups - 1
 
Gaps model final
Gaps model finalGaps model final
Gaps model final
 
Building Customer Satisfaction.pptx
Building Customer Satisfaction.pptxBuilding Customer Satisfaction.pptx
Building Customer Satisfaction.pptx
 
Rethinking marketing
Rethinking marketingRethinking marketing
Rethinking marketing
 
Measuring, Managing and Improving Customer Service 0816 AU (Ben)
Measuring, Managing and Improving Customer Service 0816 AU (Ben)Measuring, Managing and Improving Customer Service 0816 AU (Ben)
Measuring, Managing and Improving Customer Service 0816 AU (Ben)
 
Customer Satisfaction - recent updates in measurement and performance across ...
Customer Satisfaction - recent updates in measurement and performance across ...Customer Satisfaction - recent updates in measurement and performance across ...
Customer Satisfaction - recent updates in measurement and performance across ...
 
Myths About Customer Service
Myths About Customer Service Myths About Customer Service
Myths About Customer Service
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 
CRM Strategy.pptx
CRM Strategy.pptxCRM Strategy.pptx
CRM Strategy.pptx
 
Customer Insights Your Key to Business Excellence.pptx
Customer Insights Your Key to Business Excellence.pptxCustomer Insights Your Key to Business Excellence.pptx
Customer Insights Your Key to Business Excellence.pptx
 
5 tips for customer experience transformation
5 tips for customer experience transformation5 tips for customer experience transformation
5 tips for customer experience transformation
 
Chapter 4 Creating Customer Value, Satisfaction, and Loyalty
Chapter 4 Creating Customer Value, Satisfaction, and LoyaltyChapter 4 Creating Customer Value, Satisfaction, and Loyalty
Chapter 4 Creating Customer Value, Satisfaction, and Loyalty
 
PPT.ppt
PPT.pptPPT.ppt
PPT.ppt
 
Dynamics Day 2017 Perth: Becoming Customer Centric
Dynamics Day 2017 Perth: Becoming Customer CentricDynamics Day 2017 Perth: Becoming Customer Centric
Dynamics Day 2017 Perth: Becoming Customer Centric
 
principlesofmarketing-chapter2-170810162334.pptx
principlesofmarketing-chapter2-170810162334.pptxprinciplesofmarketing-chapter2-170810162334.pptx
principlesofmarketing-chapter2-170810162334.pptx
 
Customer Analytics Overview
Customer Analytics OverviewCustomer Analytics Overview
Customer Analytics Overview
 
1.5.pptx
1.5.pptx1.5.pptx
1.5.pptx
 
Library Hospitality: Public Relations Work, CRM Applied
Library Hospitality: Public Relations Work, CRM AppliedLibrary Hospitality: Public Relations Work, CRM Applied
Library Hospitality: Public Relations Work, CRM Applied
 
Customer service principles is a necessary module for every student
Customer service principles is a necessary module for every studentCustomer service principles is a necessary module for every student
Customer service principles is a necessary module for every student
 

Recently uploaded

Tom tresser burning issue.pptx My Burning issue
Tom tresser burning issue.pptx My Burning issueTom tresser burning issue.pptx My Burning issue
Tom tresser burning issue.pptx My Burning issue
amekonnen
 
Gregory Harris - Cycle 2 - Civics Presentation
Gregory Harris - Cycle 2 - Civics PresentationGregory Harris - Cycle 2 - Civics Presentation
Gregory Harris - Cycle 2 - Civics Presentation
gharris9
 
ASONAM2023_presection_slide_track-recommendation.pdf
ASONAM2023_presection_slide_track-recommendation.pdfASONAM2023_presection_slide_track-recommendation.pdf
ASONAM2023_presection_slide_track-recommendation.pdf
ToshihiroIto4
 
Burning Issue Presentation By Kenmaryon.pdf
Burning Issue Presentation By Kenmaryon.pdfBurning Issue Presentation By Kenmaryon.pdf
Burning Issue Presentation By Kenmaryon.pdf
kkirkland2
 
Carrer goals.pptx and their importance in real life
Carrer goals.pptx  and their importance in real lifeCarrer goals.pptx  and their importance in real life
Carrer goals.pptx and their importance in real life
artemacademy2
 
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussion
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussionPro-competitive Industrial Policy – LANE – June 2024 OECD discussion
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussion
OECD Directorate for Financial and Enterprise Affairs
 
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...
SkillCertProExams
 
Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024
Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024
Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024
Dutch Power
 
Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024
Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024
Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024
Dutch Power
 
Gregory Harris' Civics Presentation.pptx
Gregory Harris' Civics Presentation.pptxGregory Harris' Civics Presentation.pptx
Gregory Harris' Civics Presentation.pptx
gharris9
 
XP 2024 presentation: A New Look to Leadership
XP 2024 presentation: A New Look to LeadershipXP 2024 presentation: A New Look to Leadership
XP 2024 presentation: A New Look to Leadership
samililja
 
Updated diagnosis. Cause and treatment of hypothyroidism
Updated diagnosis. Cause and treatment of hypothyroidismUpdated diagnosis. Cause and treatment of hypothyroidism
Updated diagnosis. Cause and treatment of hypothyroidism
Faculty of Medicine And Health Sciences
 
Artificial Intelligence, Data and Competition – LIM – June 2024 OECD discussion
Artificial Intelligence, Data and Competition – LIM – June 2024 OECD discussionArtificial Intelligence, Data and Competition – LIM – June 2024 OECD discussion
Artificial Intelligence, Data and Competition – LIM – June 2024 OECD discussion
OECD Directorate for Financial and Enterprise Affairs
 
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...
Suzanne Lagerweij
 
Artificial Intelligence, Data and Competition – SCHREPEL – June 2024 OECD dis...
Artificial Intelligence, Data and Competition – SCHREPEL – June 2024 OECD dis...Artificial Intelligence, Data and Competition – SCHREPEL – June 2024 OECD dis...
Artificial Intelligence, Data and Competition – SCHREPEL – June 2024 OECD dis...
OECD Directorate for Financial and Enterprise Affairs
 
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPointMẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
1990 Media
 
原版制作贝德福特大学毕业证(bedfordhire毕业证)硕士文凭原版一模一样
原版制作贝德福特大学毕业证(bedfordhire毕业证)硕士文凭原版一模一样原版制作贝德福特大学毕业证(bedfordhire毕业证)硕士文凭原版一模一样
原版制作贝德福特大学毕业证(bedfordhire毕业证)硕士文凭原版一模一样
gpww3sf4
 
2024-05-30_meetup_devops_aix-marseille.pdf
2024-05-30_meetup_devops_aix-marseille.pdf2024-05-30_meetup_devops_aix-marseille.pdf
2024-05-30_meetup_devops_aix-marseille.pdf
Frederic Leger
 
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...Competition and Regulation in Professions and Occupations – OECD – June 2024 ...
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...
OECD Directorate for Financial and Enterprise Affairs
 
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie Wells
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie WellsCollapsing Narratives: Exploring Non-Linearity • a micro report by Rosie Wells
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie Wells
Rosie Wells
 

Recently uploaded (20)

Tom tresser burning issue.pptx My Burning issue
Tom tresser burning issue.pptx My Burning issueTom tresser burning issue.pptx My Burning issue
Tom tresser burning issue.pptx My Burning issue
 
Gregory Harris - Cycle 2 - Civics Presentation
Gregory Harris - Cycle 2 - Civics PresentationGregory Harris - Cycle 2 - Civics Presentation
Gregory Harris - Cycle 2 - Civics Presentation
 
ASONAM2023_presection_slide_track-recommendation.pdf
ASONAM2023_presection_slide_track-recommendation.pdfASONAM2023_presection_slide_track-recommendation.pdf
ASONAM2023_presection_slide_track-recommendation.pdf
 
Burning Issue Presentation By Kenmaryon.pdf
Burning Issue Presentation By Kenmaryon.pdfBurning Issue Presentation By Kenmaryon.pdf
Burning Issue Presentation By Kenmaryon.pdf
 
Carrer goals.pptx and their importance in real life
Carrer goals.pptx  and their importance in real lifeCarrer goals.pptx  and their importance in real life
Carrer goals.pptx and their importance in real life
 
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussion
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussionPro-competitive Industrial Policy – LANE – June 2024 OECD discussion
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussion
 
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...
 
Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024
Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024
Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024
 
Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024
Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024
Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024
 
Gregory Harris' Civics Presentation.pptx
Gregory Harris' Civics Presentation.pptxGregory Harris' Civics Presentation.pptx
Gregory Harris' Civics Presentation.pptx
 
XP 2024 presentation: A New Look to Leadership
XP 2024 presentation: A New Look to LeadershipXP 2024 presentation: A New Look to Leadership
XP 2024 presentation: A New Look to Leadership
 
Updated diagnosis. Cause and treatment of hypothyroidism
Updated diagnosis. Cause and treatment of hypothyroidismUpdated diagnosis. Cause and treatment of hypothyroidism
Updated diagnosis. Cause and treatment of hypothyroidism
 
Artificial Intelligence, Data and Competition – LIM – June 2024 OECD discussion
Artificial Intelligence, Data and Competition – LIM – June 2024 OECD discussionArtificial Intelligence, Data and Competition – LIM – June 2024 OECD discussion
Artificial Intelligence, Data and Competition – LIM – June 2024 OECD discussion
 
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...
 
Artificial Intelligence, Data and Competition – SCHREPEL – June 2024 OECD dis...
Artificial Intelligence, Data and Competition – SCHREPEL – June 2024 OECD dis...Artificial Intelligence, Data and Competition – SCHREPEL – June 2024 OECD dis...
Artificial Intelligence, Data and Competition – SCHREPEL – June 2024 OECD dis...
 
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPointMẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
 
原版制作贝德福特大学毕业证(bedfordhire毕业证)硕士文凭原版一模一样
原版制作贝德福特大学毕业证(bedfordhire毕业证)硕士文凭原版一模一样原版制作贝德福特大学毕业证(bedfordhire毕业证)硕士文凭原版一模一样
原版制作贝德福特大学毕业证(bedfordhire毕业证)硕士文凭原版一模一样
 
2024-05-30_meetup_devops_aix-marseille.pdf
2024-05-30_meetup_devops_aix-marseille.pdf2024-05-30_meetup_devops_aix-marseille.pdf
2024-05-30_meetup_devops_aix-marseille.pdf
 
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...Competition and Regulation in Professions and Occupations – OECD – June 2024 ...
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...
 
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie Wells
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie WellsCollapsing Narratives: Exploring Non-Linearity • a micro report by Rosie Wells
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie Wells
 

RESEARCH METHODOLOGY.pptx

  • 1. RESEARCH METHODOLOGY NAME OF THE ARTICLE:- “Stop Trying to Delight Your Customers” by Matthew Dixon, Karen Freeman, and Nick Toman
  • 2. INTRODUCTION • The article challenges the widely held belief that companies should aim to "delight" their customers through exceptional customer service. Instead, the authors argue that reducing customer effort is a more effective way to Increase customer loyalty and satisfaction. • They conducted research and found that customers who reported low levels of effort in resolving their issues were more likely to repurchase, recommend the company to others, and increase their spending with the company. • Overall, the authors make a compelling case for why companies should shift their focus from delighting customers to making it easy for them to achieve their goals when interacting with the company.
  • 3. OBJECTIVES • To challenge the widely held belief that companies should aim to "delight" their customers through exceptional customer service. • To argue that reducing customer effort is a more effective way to increase customer loyalty and satisfaction. • To offer practical strategies for reducing customer effort, such as streamlining processes, empowering employees, and anticipating customer needs. • To provide insights and recommendations that can help companies improve their customer service and ultimately drive business success.
  • 4. AREA OF STUDY The article is relevant to several areas of study, including: • Customer service: The article offers insights into how companies can improve their customer service processes to better meet the needs. • Marketing: The article highlights the importance of customer satisfaction and loyalty in driving revenue growth, and how companies can use customer service as a tool for building customer loyalty. • Management: The article emphasizes the need for companies to empower their customer service representatives to solve customer problems on their own, and to proactively identify. • Consumer behavior: The article sheds light on how customer expectations and preferences have evolved over time. • Business strategy: The article argues that reducing customer effort can be a key competitive advantage for companies, and that companies that prioritize customer service are more likely to succeed in the long run
  • 5. SAMPLING TECHNIQUE AND DESIGN • The study is based on a sample of customer service interactions across multiple industries. • The study includes data from over 75,000 customers, spanning over two years. • The study includes data from both business-to-consumer (B2C) and business-to-business (B2B) companies. • The study includes data from companies of different sizes, from small businesses to large corporations. • The study uses quantitative data analysis techniques, such as regression analysis and correlation analysis. • The study also includes qualitative data from interviews with customer service representatives.
  • 6. SOURCE OF DATA OF TECHNOLOGY THAT WILL AFFECT THE FUTURE CUSTOMER SERVICE: • Disposability in Society. • Throw-Away Society • Barriers to Women Empower • Feminist Poem Analysis • In conclusion, As technology continues to evolve, we can expect to see even more innovative ways of gathering and analysing customer data to improve customer service
  • 7. STATISTICAL TOOLS USED- Three metrics used- Customer satisfaction (CSAT) Net promoter score (NPS) Customer effort score (CES) Not surprisingly, CSAT was a poor predictor. NPS proved better (and has been shown to be a powerful gauge at the company level). CES outperformed both in customer service interactions.
  • 8. Limitations of Customer Service and how to Overcome them- •Rude communication of customer service staff •Lack of unified customer view •Poor after-sales support •Fail to meet commitments •Excessive customer service automation
  • 9. CONCLUSION Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy, enjoyable experience with your brand. Customers will go where they are treated fairly and with respect, and even spend more money at such a business. Hence, investing in customer service helps activate your flywheel because loyal customers will help you acquire new customers free of charge by convincing prospects to interact with your brand. Their positive testimonials will be more effective than your current marketing efforts—and cheaper, too.
  • 10. TEAM - 3 ADITI CHOURASIA – 22BCR00337 LOKESH KH – 22BCR00362 HARISH AGARWAL – 22BCR00584 RAO SRIKEERTHI – 22BCR00355 DIPANSHU SURANA – 22BCR00341