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Aligning with the market works when firms keep a tight focus on the customer's total experience. Firms must adjust the pace of reorganization to match anticipated obstacles, and they must continue realigning as the market changes -- even if that means moving the organizational structure somewhat away from a complete customer focus. |
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Tuesday, 27 June 2006 |
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The “20 rules” of customer service that has guided Ritz-Carlton staffers “for more than two decades” are being replaced by “12 service values,” a less-rigid set of guidelines that the hotel chain hopes will refresh its relevance to today’s luxury travelers. |
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Tuesday, 27 June 2006 |
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Aligning with the market works when firms keep a tight focus on the customer's total experience. Firms must adjust the pace of reorganization to match anticipated obstacles, and they must continue realigning as the market changes -- even if that means moving the organizational structure somewhat away from a complete customer focus. |
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Wednesday, 21 June 2006 |
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The escalating price of gas is reviving interest in telecommuting as a way for employees to curb the growing cost of commuting to the office. About 36 percent of telecommuting customer service agents say gas prices have driven their decision to work at home, according to a new survey of nearly 2,000 at-home call center agents. |
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Friday, 09 June 2006 |
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You don’t want satisfied customers, you need enthusiastic admirers. Businesses today need to think beyond effective customer service for satisfied customers. All employees of all businesses need to provide outrageous customer service to transform their customers into returning enthusiastic admirers. |
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Thursday, 25 May 2006 |
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Listening, after all, is a critical element of communication, but one that most organizations employing traditional communication practices often ignore. Companies that listen to bloggers have a unique opportunity to improve their reputations and win converts to their business models. |
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Thursday, 18 May 2006 |
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Having a customer service policy in place is vital to small-business survival. It costs a company five times more to attract a customer than retain existing customers, and most customers leave because of small oversights and a lack of attention to simple needs. |
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Monday, 15 May 2006 |
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Several factors have converged to make home-based work the emerging model for specialized customer care: Advanced technology, streamlined business processes, and a new generation of corporate managers who embrace "virtual servicing" as a results-oriented and efficient strategy. |
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Friday, 12 May 2006 |
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Noting that after sale service is the most important way to keep customers happy, Volvo officials today announced a new 10-point Service Commitment the company says will enhance the bar in customer service. |
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Monday, 27 March 2006 |
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Addressing allegations of misleading advertising practices and poor customer service, Attorney General Tom Reilly has entered into a $1 million agreement with Comcast Cable Communications Holdings, Inc. that requires the company to change its advertising for cable television, Internet, and telephone services, and improve its customer service practices. |
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Thursday, 23 March 2006 |
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