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Here, several industry insiders offer their predictions on key customer service trends and how companies can harness them in 2012: |
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Thursday, 29 December 2011 |
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The study looks at consumers' sentiments and expectations concerning interactions with companies on social media platforms. The following are its key findings: |
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Thursday, 29 December 2011 |
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“We found that customer acquisition and attrition had a significant impact on profitability, as did cost reduction efforts, but price compression (negative impact) and cost leverage (positive impact) were much bigger value drivers.” |
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Thursday, 29 December 2011 |
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The study found that 76% of the top 25 retailers struggled to provide online shoppers with both first-rate customer service and site performance. |
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Thursday, 29 December 2011 |
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Here is the problem. It’s execution. The intentions are there, but the ability to deliver falls short. It takes getting the right people with the right mindset to deliver what is not only promised, but what the customer expects. |
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Thursday, 29 December 2011 |
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Look no further for simple steps to dramatically improve your customer service. I’m so confident these techniques will work for you, I’m going to begin with the conclusion. As soon as you finish this article, shut down your business for an hour (or schedule a special session before-hours) and coach your entire staff to follow these five steps. |
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Thursday, 29 December 2011 |
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Sometimes no one can solve a problem to the customer’s satisfaction, but employees who care will work toward service recovery in some way that makes sense for both the organization and the customer. All companies and their employees should understand four principles of caring: |
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Thursday, 29 December 2011 |
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Knowing where your customers need help gives you the power to create useful content for them. Here are my top ten tips for keeping your customers satisfied, engaged and returning to do business with you again and again: |
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Thursday, 29 December 2011 |
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The heart of the word customer is “custom.” Great companies understand this. They know building a value proposition around what customers really want – and will want in the future – is the foundation for a leading business. |
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Thursday, 29 December 2011 |
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Can’t we just tell the front lines to do a better job and raise their level of service? Or can’t we simply hang some big posters with slogans that tell everyone we’re really committed to service? The answer is no. |
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Tuesday, 06 December 2011 |
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