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The pursuit of customer loyalty through customer experience is high on the corporate agenda, yet companies still fail to understand the totality of customer expectations and therefore deliver commodity products and services, a recent study discovers. |
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Wednesday, 07 May 2008 |
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It is fair to say that customer service has changed since the web 1.0 days. Empowered customers of today want to make their own choices in the way that they interact with companies they do business with. This means that not only does the company need to provide the goods and services, but also the tools and culture to make the service experience one of paramount value to the customer and thus to the company in return. |
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Friday, 02 May 2008 |
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Communicating with your customers is a lot more complicated than inserting a message into their monthly bills. These days, customers want paperless billing; they check their Facebook pages more than their snail mail and might even speak a different language. Glen Manchester, CEO of Thunderhead, has some advice for keeping up with your customers. |
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Friday, 02 May 2008 |
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For companies in mature industries, or what Geoffrey Moore would call the “late majority” phase of their lifecycles, growth comes mostly from taking customers away from competitors. In order for one company to grow, another one must have declining market share. |
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Tuesday, 29 April 2008 |
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These days, it seems our only contact with customer service is over the telephone. Dealing with call-center representatives can be a frustrating experience, but there are ways to minimize your grief. To best deal with customer service, phone early in the morning to talk to a refreshed and energetic person, and avoid peak hours such as lunch time and the end of the day. |
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Friday, 11 April 2008 |
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In a world where feature and price advantages can be quickly matched, if not bettered, by competitors from virtually anywhere in the world, a company's best source of sustainable competitive advantage may be the customer experience it delivers. |
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Wednesday, 02 April 2008 |
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Without customers, you don’t have a business. But it’s difficult and costly to land a customer. So once you have a customer, how do you keep them coming back? That’s where customer retention and loyalty programs come in. |
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Monday, 31 March 2008 |
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The people of Memphis had never seen anything like it. When Clarence Saunders opened his first Piggly Wiggly in 1916, a grocery store was a place where you told the clerk behind the counter what you wanted and he fetched it. In Saunders' store, patrons roamed freely among shelves packed with goods. They took what they wanted and paid on the way out. |
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Thursday, 20 March 2008 |
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On a scale of 100, airlines as a whole score 63 for customer satisfaction, down 12.5 percent since the index's inception during 1995. Southwest leads the industry, with a score of 76, largely unchanged for the last 10 years, while United's score of 56, down 21.1 percent in a decade, is the nation's worst. To put the airline scores in perspective, the Internal Revenue Service scored 65 -- nine points better than United. |
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Thursday, 20 March 2008 |
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A new study found that North American enterprises are significantly under-performing in customer service. The study evaluates the "customer service IQ" of companies with "SQ," a new metric that uses a multidimensional framework to measure the customer service competence of companies. |
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Tuesday, 18 March 2008 |
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