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Year after year, consumer surveys reconfirm the fact that the quality of customer service is a critical requirement for repeat business. In a 2008 research study of 4,100 consumers in five continents, 67 percent of respondents said that they moved their business to a competitor due to poor customer service, up from 59 percent in 2007. |
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Wednesday, 01 July 2009 |
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New research finds that companies failing to actively monitor the channel for user-generated content risk falling behind. |
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Friday, 12 June 2009 |
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The trend that customers want to be embraced on their own terms is continuing without abatement. In order to support that trend, the study spells out the most-pressing customer service–related functionality vendors should offer. |
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Tuesday, 12 May 2009 |
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Mr. McMurry is part of an emerging corps of Web-savvy helpers that large corporations, start-up companies and venture capitalists are betting will transform the field of customer service. |
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Monday, 04 May 2009 |
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Market research firm Forrester on Friday released a report measuring customer's overall satisfaction with their computer manufacturer. Apple not only topped the list, they blew away the competition. |
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Wednesday, 15 April 2009 |
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Federal employees can conduct a self-assessment online and calculate its results to help prepare for annual performance evaluations. The Federal Managers Association and MeriTalk developed the application so that federal employees could estimate their strengths and weaknesses through a self-assessment quiz and find resources to make improvements. |
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Monday, 13 April 2009 |
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Salesforce.com is implementing a new customer service tool for businesses, but is it a tech savvy move or just plain creepy? |
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Monday, 30 March 2009 |
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A Nielsen report says that social networking sites and blogs are now more popular than email, and the use of social networking sites like Facebook is growing at a much faster rate than other web-usage categories. Nielsen notes that the social networking audience is becoming more diverse, and social networking is also becoming more mobile.
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Monday, 23 March 2009 |
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How CRM can drive revenue from service requests. Cross-selling and upselling are not the only ways to net new sales through service requests. Learn more... |
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Saturday, 21 March 2009 |
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Implemented correctly, it can boost sales, customer satisfaction and retention and loyalty, and lower costs. |
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Tuesday, 17 March 2009 |
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