Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
Graffy, the owner, president and CEO of Interstate Lift Trucks Inc., is constantly looking for ways to improve customer service, but the fact of the matter is that his roughly 100 employees get it.
The study finds that overall customer satisfaction with airlines in 2009 has declined for a third consecutive year to a four-year low. The decline is driven by decreased passenger satisfaction with in-flight services, flight crew and costs and fees, compared with 2008.
The American Customer Satisfaction Index (ACSI) continues to climb, registering a second straight quarterly improvement after a period of decline preceding the recession. For the first quarter of 2009 the Index jumps0.4% to 76.0 on ACSI’s 100-point scale.
Each quarter, ACSI updates the customer satisfaction results for one or more of the 10 measured economic sectors and the industries and companies within those sectors.
USAA, Trader Joe’s and Netflix receive top customer service marks; financial institution rankings drop as discounters’ and supermarkets’ rankings rise during year of economic crisis.
Customers want to be heard. They are desperate for your attention. They want you to understand them and in some cases know them better than they know themselves.
Nearly half of the respondents saw the main value of 'Customer Care' as being a way to generate revenue, and many are ready to go beyond traditional customer relationship management.
