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A live agent is about $7.50 per call. To outsource to a foreign country is about $2.35 a call. To use one of those voice response systems, the “press one for this, the press two for that,” it's about 35 cents a call. A lot of companies saved a whole lot of money, and everybody was happy - except the customer. |
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Thursday, 11 November 2010 |
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To ensure the experience your customers have with your business is the best it can be start by defining an ideal customer experience. |
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Thursday, 11 November 2010 |
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But despite how important customer loyalty is, there are a lot of myths about it floating around, and a lot of investment made with the goal of increasing customer loyalty is wasted because of them. Here are five harsh truths about customer loyalty that every business should keep in mind. |
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Thursday, 11 November 2010 |
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He looks for people who have a passion for something: art, music, surfing – just something. He wants employees who will stick around longer than three or four months. He trains his workers, and expects them to buy into the simple philosophy that he would like to run the best coffee shops in the city. |
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Thursday, 11 November 2010 |
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Lands' End and L.L.Bean: I've bought clothing from them for 20-plus years. If something isn't right, they will make it good, each and every time. |
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Thursday, 11 November 2010 |
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Every so often, you have a small experience in business that teaches big lessons about what really separates winners from losers. I had one of those experiences a few weeks ago, and I think the story is worth telling, not because it is so exciting or dramatic, but because it is so true to how the world really works. |
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Tuesday, 02 November 2010 |
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A new study has revealed that European consumers are more frustrated by online customer service than they were a year ago. The latest benchmark study of 5,000 consumers in the UK, France, Germany and Spain, found that 43% of consumers rate online service as satisfactory or worse-a rise on last year’s figure of 25%. |
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Tuesday, 02 November 2010 |
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Can one question alone even provide a clear picture of brand loyalty? My answers to the above questions in a word, is a contrite "No!" More importantly, my interview with Vass provides an exemplary questionnaire for any business looking to use research to reveal and leverage the "voice of the customer." |
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Tuesday, 02 November 2010 |
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In groundbreaking Harvard Business School research, the authors Richard Chase and Sriram Dasu outlined 5 key operating principles companies can leverage to improve service performance, drive cross-selling and enhance customer satisfaction. |
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Tuesday, 02 November 2010 |
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There’s an opportunity for small businesses to outshine their bigger competitors on social media-based customer service because they can be nimble enough to respond to questions and concerns in a way that’s personal, timely, and directly helpful. Some ideas to help you make the most of your resources include: |
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Tuesday, 02 November 2010 |
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