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Lia Winograd

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Lia Winograd

Lia Winograd is the Inbound Marketing Manager at Conversocial. Previously she worked in management consulting at McKinsey. She is originally from Colombia and is passionate about bridging tech and innovation between the US and Latin America.

You know the feeling of dread when the on-hold music kicks in and you realize that you could be at this for hours? That’s precisely the feeling that your customers won’t tolerate today. As organizations increasingly compete based on the customer experience, they’ll realize that the bar for what's "accepted" in customer's eyes, especially Millennial's, has been raised.

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5 Excuses Your Customers Are Tired of Hearing

By Lia Winograd
Feb 16, 2017 10:54:29 AM
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Brands have so much to gain from engaging with customers on social media: more cost effective customer service operations, access to valuable customers, and the opportunity to improve customer satisfaction and brand loyalty on an effortless channel.

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The Customer Service Paradox: Why You Should Want More Complaints on Social

By Lia Winograd
Dec 20, 2016 2:04:37 PM
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The stats are loud and clear, and we’ve heard them over and over again: the cost for bad customer service is high. “78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience”, according to American Express. It also takes “12 positive experiences to make up for one unresolved negative experience”, says Ruby Newell-Legner. However, my experience flying an airline this past month made me seriously question these claims.

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Does Good Customer Service Matter For the Price Sensitive Customer?

By Lia Winograd
Sep 19, 2016 2:31:19 PM
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Historically, airlines have struggled to break even. The economic atmosphere improved this year, resulting in an inverse relationship for customer service. How sustainable is this growth? Can airlines afford to forget about the customer even for a second?

Large Numbers, Small Margin.  

When we think about airlines, we think big stuff. A $787 billion dollar industry, flying 3.3 billion passengers for thousands of miles across the globe, with more than 1,400 new aircraft, creating 57 million jobs.

But when we get to the bottom line, the average profit an airline makes on each passenger is a mere $8.27 dollars, equivalent to roughly a 4% operating margin. That means that when you spend $200 dollars on a plane ticket to visit your family over holiday break, your airline retains profits big enough to afford two Double Whoppers at McDonald’s. And that profit is at an all-times high. 

Compare this to other industries, like telecommunications and banking, where companies make margins of 11% and up to 15%, respectively. 

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Airlines, Are You Flying People, Or Planes?

By Lia Winograd
Nov 19, 2015 1:44:00 PM
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