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Companies spend millions on marketing and promotion. Sally Bibb, co-author of 'A Question of Trust', argues that something very obvious and simple is missing and that is trust. |
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Thursday, 21 June 2007 |
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How customers perceive the showroom transaction and subsequent dealer service ultimately can influence their perception of the entire brand. Several companies put us in touch with dealers they feel are helping build brand customers for life. Investment ranges from a few dollars to a few million. |
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Thursday, 21 June 2007 |
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The governments of Singapore, Canada and United States do the best job of delivering on the promise of customer service, according to a global research report. The report, Leadership in Customer Service: Delivering on the Promise, is the eighth in a series of annual reports that examine the customer-service challenges, maturity and practices of governments around the world. |
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Wednesday, 20 June 2007 |
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Is your company committing any of the following customer-care sins: Failing to treat customers as human beings? Failing to trust their reason if they return a product? Failing to listen when they express a concern? Failing to bend the rules when you should? Here are some tips on building a customer-focused company. |
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Wednesday, 20 June 2007 |
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The pervasive environment of pretend customer care is a huge opportunity for every entrepreneur in every industry. Entrepreneurs whose businesses deliver real customer care will be recognized and rewarded by loyal customers who are tired of the posers and the fakers. |
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Wednesday, 20 June 2007 |
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JetBlue Airways was awarded highest honors in airline customer satisfaction among low-cost airlines. The low-fare airline, based in New York, also ranked highest in satisfaction among low-cost airlines in 2006 and among all U.S. major airlines in 2005. |
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Tuesday, 19 June 2007 |
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Frustration with customer service is at an all time high, according to recent national surveys. To determine if media exposes and lawsuits brought by state Attorneys General have redressed mounting buyer complaints, our law firm lawfully recorded a customer service conversation with Time-Warner Inc., a corporation notorious for knocking about consumers. |
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Tuesday, 19 June 2007 |
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I’m sure you have war stories of dealing with people who just never seem satisfied. Sticklers for every detail, they show no expression of gratitude or satisfaction for your nearly flawless delivery. They throw wild changes at you with unrealistic expectations. |
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Monday, 18 June 2007 |
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It's probably happened to you - you have a problem with your bank account, your cable or your computer. So you call up the company on their toll free number, wade through endless voice mail menus, push dozens of numbers and finally get a human voice on the other end of the line. |
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Friday, 15 June 2007 |
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Everyone says they want to give the “best” service possible to their customers. Everyone says they give that service every day. But great customer service is subjective. To create a great customer experience—and to make your part-time employer want to bend over backwards to hire you after graduation—you have to remember that it’s the little things that make a big difference. |
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Friday, 15 June 2007 |
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