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Consumers continually demand better service, and yet today's organizations already seem unable to provide consistently satisfying service across every channel. But customers aren't the only ones feeling underserved. Statistics recently released indicate that one complaint is surprisingly common with North American companies: Their own needs aren't being met by the customer service channels they've built. |
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Tuesday, 05 February 2008 |
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Drawing from the manufacturing sector and the concepts of six sigma, the service industry has often made attempts to standardize its processes, with disappointing results. |
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Tuesday, 05 February 2008 |
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In the current environment, the three most important words in real estate, “location, location, location,” may have been replaced by “Know thy lender.” As the mortgage industry shifts-like an economic version of an overactive geologic fault line-it is critical that real estate brokers maintain control of the financing and home-purchase customer experience. |
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Tuesday, 05 February 2008 |
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If you trace errors or service complaints back to the root cause, about 80 percent of the time the fault lies in the system or practices of the organization. Only about 20 percent of the time can it be traced back to someone who didn't care or wasn't conscientious enough. All too often we ask "who" rather than "what" went wrong. |
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Tuesday, 29 January 2008 |
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Differentiated customer experience is the new mantra for business leaders. As products and services get commoditized, smart businesses are seeking customer loyalty (and profits) through customer experience. In the past decade, businesses have increasingly outsourced their customer contact centers. |
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Monday, 28 January 2008 |
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You've hunted and clicked your way through the Web site, but you can't find the information you need. So you go to the FAQs. But the FAQ section is like a vast junk drawer, filled with a jumble of information. Thirty-nine questions organized alphabetically by the first word in the question, not the topic? Questions arranged chronologically…in the order they've been received by the receptionist? Maybe the answer to your question is in there somewhere, but you'll never find it. |
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Wednesday, 23 January 2008 |
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Many businesses know far more about their customers than they think. Learn how to sift all that data and turn it into better sales and higher customer satisfaction. |
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Tuesday, 22 January 2008 |
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Companies that are focused on delivering a satisfying experience to the customer may or may not be successful in keeping pace with consumer expectations. One of the reasons why could be that expectations are rising faster than standard measurement tools within the contact center can capture |
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Thursday, 17 January 2008 |
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Most books on customer service nowadays will state that it is neither a department in a business nor a cure-all technological solution that will make customers love the products and services they receive; it is a philosophy that must come from the top and permeate every facet of a business. |
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Friday, 11 January 2008 |
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In the end, the MyVonage initiative is all about customer retention, long one of Vonage's biggest headaches, and a problem that grew especially dire in 2007 after the company was found guilty of infringing patents held by Verizon and Sprint Nextel. Owing to fears those verdicts might force Vonage to shut down, the pace of customer losses reached 3 percent of the subscriber base per month during the third quarter. |
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Friday, 11 January 2008 |
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