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Today, the gap between customers' expectations and the service they actually receive is huge. Customers expect personalized, consistent, accurate, and timely service. |
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Wednesday, 23 December 2009 |
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To make sure each customer receives a positive experience, Disney has a strategy in place intended to woo "secondary guests;" those who exert influence on the purchasing decision, but aren't considered the core customer. The secondary guest can stand in the way of repeat business. |
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Wednesday, 23 December 2009 |
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The average value of each lost relationship across all countries surveyed is $243 per year. Losses were defined as transaction taken to a competitor (63% of the total) and transactions abandoned entirely (37% of the total). |
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Wednesday, 23 December 2009 |
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The act of thanking customers is not only courteous, but it has also proven to be an effective method to strengthen customer relations and retain our customer base. |
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Wednesday, 23 December 2009 |
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The study finds that more than one in five shoppers who leave a dealership without purchasing a vehicle do so because they experienced poor treatment or dealer performance issues such as pricing games, sales pressure tactics or discourteous treatment. |
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Wednesday, 23 December 2009 |
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Consumers who complain by letter or phone risk getting worse service as companies protect their image by concentrating on higher-profile online gripes, a watchdog warns. Recent research found that a negative review or comment by a frustrated customer on the Twitter, Facebook or YouTube web sites can lose companies as many as 30 other customers. |
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Wednesday, 23 December 2009 |
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Recognizing travelers' escalating ire with domestic flying, several airports are beefing up training for employees who interact with customers. |
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Wednesday, 23 December 2009 |
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In the call center “star performers” impact customer satisfaction by bringing a high level of Intelligence Quotient (IQ) and Emotional Quotient (EQ) to each and every call. Some behavioral scientists believe that EQ is just as important as IQ; yet, many call centers do not assess EQ, why? |
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Friday, 04 December 2009 |
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Gifts selected with care convey to customers how important they are, and how much an owner will continue to value their relationship going forward. |
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Friday, 04 December 2009 |
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As a weak economy exerts financial pressure, firms shed their 'high-maintenance' or delinquent clients. |
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Friday, 04 December 2009 |
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