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Customer service, or more to the point, servicing customers, is as much a shared experience nowadays as it is a one-to-one process. |
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Wednesday, 29 September 2010 |
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Reward programs work best when customers are working to achieve a larger goal rather than a smaller one, researchers say. Programs elicit distinctly more favorable responses as consumers approach their goal, especially when the goal is larger. |
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Wednesday, 29 September 2010 |
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Today, with consumers and the economy still reeling from recession, value and price are the priorities. Your best customers 5 or 10 years from now may not be on your radar screen today, but you should be thinking now about who they might be. |
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Wednesday, 29 September 2010 |
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To examine the links between customer service and loyalty, the Customer Contact Council conducted a study of more than 75,000 people who had interacted over the phone with contact-center representatives or through self-service channels. Two critical findings emerged that should affect every company’s customer service strategy. |
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Wednesday, 29 September 2010 |
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For a fourth consecutive time, Apple ranks highest in customer satisfaction among manufacturers of smartphones with a score of 800 on a 1,000-point scale. |
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Wednesday, 29 September 2010 |
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Certainly the good customer service stories are more fun to tell (and experience), but they require more work because they don't happen as often. The bad customer service stories, on the other hand, seem to find you. |
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Wednesday, 29 September 2010 |
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Customer service is not one department in a company. Every employee needs customer service training and should be aware that it is the customer who pays their wages. |
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Wednesday, 29 September 2010 |
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Accenture finds that 55% of 1,000 U.S. consumers say poor service from an insurance company is more likely to cause an individual to commit fraud against that company. |
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Wednesday, 29 September 2010 |
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When you hear "Your call is important to us" dozens of times while you're on hold forever, what they're really saying is: "Your money is important to us. Your call? Not so much." |
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Wednesday, 29 September 2010 |
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We’ve all been there as consumers: Getting so riled up by poor service that we explode and vow to never do business with a company again. But what really makes consumer’s blood boil? We wanted to know, so we asked more than 1,500 consumers what really makes them tick. Their top three responses: |
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Monday, 20 September 2010 |
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