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Both experts agree that perhaps the two key elements of customer service recovery are training and trust. Companies have to train staff to listen to customer problems with empathy and empower them to provide solutions. |
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Wednesday, 01 December 2010 |
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The medium for securing customer service attention has changed, but I have to wonder: are companies really listening to their customers? In the old days of 12 years ago, if you were slighted you would call, send a letter, or even an email form and then a coupon would show up days later. |
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Wednesday, 01 December 2010 |
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This means companies have a major challenge, and a massive opportunity, to transform service into a real game changer. And it starts by looking at service not as a cost, but as an investment in long-term customer relationships. |
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Wednesday, 01 December 2010 |
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Imagine if all companies behaved as if they really had customers’ best interests at heart? Wouldn’t it be something if advertisements were always sincere, minus the double-speak, fine print, and lip service? |
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Wednesday, 01 December 2010 |
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American Customer Satisfaction Index E-Business Report '10: FoxNews.com and Google take top honors, while popular social networking sites leave members wanting more. |
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Wednesday, 01 December 2010 |
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With millions of Americans beginning to flood stores and websites in search of holiday deals, the NRF Foundation, the research and education arm of the National Retail Federation, has announced the top 10 retailers for customer service selected by 9,291 shoppers. |
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Wednesday, 01 December 2010 |
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Discover received SQM's award for Highest Customer Satisfaction for the Credit Card Industry, which was based on 400 random telephone surveys of Discover card members within two business days of their calls to the company. |
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Wednesday, 01 December 2010 |
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Some 55% of consumers became customers of a company based on its reputation for great customer service and 40% of consumers have switched to a competitive brand simply because of its reputation for exceptional service. |
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Thursday, 11 November 2010 |
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When Marvin Ellison was promoted to executive vp for U.S. stores at Home Depot in late 2008, the do-it-yourself retailer was suffering from poor customer service, which likely played a part in slumping sales. Under Ellison's leadership, the chain's internal customer-satisfaction scores have risen some 30%. |
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Thursday, 11 November 2010 |
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Some 59% of banks reported decreased customer loyalty, while 63% say their customers are more price-sensitive and are "shopping around" more often. They are more confident when they make financial decisions themselves and are skeptical of bank brands, moving away from banks that give poor service. |
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Thursday, 11 November 2010 |
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