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Kroger's Customer 1st strategy has been a key investment for the company during one of the toughest economic periods in retail history. |
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Friday, 09 July 2010 |
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When it comes to everyday annoyances, two are clear winners—or make that losers: unexpected fees and difficulty reaching a human when you call about a bill or service. |
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Friday, 09 July 2010 |
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Brian Desrosier, the independent owner of Computer SuperCenter in Greenwich since 1984, is finding that outstanding customer service is essential to survive against giant computer retailers and service providers. |
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Friday, 09 July 2010 |
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With slogans such as “Tell the World. Be Heard,” and “Consumers in Control,” they give tens of thousands of mad people every year a loud and powerful voice that sometimes gets results. |
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Monday, 21 June 2010 |
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Most organizations are struggling with providing a seamless service because of the abundance of customer contact points. |
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Monday, 21 June 2010 |
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That all changed around 5:15 pm when a man frantically ran through the front doors carrying his two-year-old son. "Out of nowhere I heard screaming and yelling. I came running.” |
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Monday, 21 June 2010 |
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The study found strong Improvements for Burger King, KFC, Papa John’s, Hyatt and United Airlines and drops for Delta Air Lines, McDonald’s and the U.S. Postal Service. |
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Monday, 21 June 2010 |
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Customer satisfaction with the goods and services that Americans buy and consume is steady for the first quarter of 2010, according to the American Customer Satisfaction Index (ACSI). Major improvements for subscription television, wireless and fixed-line telephones were offset by a drop in hospital satisfaction. The survey found big gains for Microsoft, Sprint Nextel, AT&T, Charter, Dish, CMS Energy and NiSource. |
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Thursday, 27 May 2010 |
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The blogosphere is buzzing with a tale of customer service gone very, very wrong. For those who missed it, New York Times reporter Ron Lieber was dining at tony Restaurant Marc Forgione on a recent Saturday night when the aforenamed chef began screaming at his staff in the kitchen. The dressing-down was loud enough to be easily heard by diners. |
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Thursday, 27 May 2010 |
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A new survey of consumers in 16 key countries finds that consumers are
adopting multiple communication channels in customer service much faster than companies are ready to respond. The survey found that in 2009 over 90% of consumers have used multiple communication channels when contacting a company’s customer service. |
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Thursday, 27 May 2010 |
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