Home
Membership
Training
Certification
Events
Career Center
Buyers Guide
Resources
Partners
Consulting
About Us
Contact Us
Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CUSTOMERS
10 Ways to Support Your Best Customers
Every company is in the service industry, right? Expert pointers for how to best perform for your best accounts.
Monday, 20 September 2010
Customer Service is Getting Even Worse
According to survey results, American consumers between the age 45 and 54 are most dissatisfied with customer service today, yet those 55 - 64 had the largest percentage increase in dissatisfaction between quarters.
Monday, 20 September 2010
Customer Care Tips From Leading UK Business Entrepreneurs
Although customers always want to receive the best possible customer service, they tend to want their experience to be a transparent one. That is, they don’t want to see the inner workings of your business, and they are not interested in the process – they just want a great outcome.
Monday, 20 September 2010
Are You Being Served?
The real problem may be that companies have a roving eye: they’re always more interested in the customers they don’t have. So they pour money into sales and marketing to lure new customers while giving their existing ones short shrift, in an effort to minimize costs and maximize revenue.
Monday, 20 September 2010
To Keep Customers for Life, Customer Satisfaction is Not Enough
Many companies focus on customer satisfaction, but the reality is that satisfied customers will still leave if they get a better deal from a competitor. Keeping customers for life is more about building loyalty in the customer beyond customer satisfaction.
Monday, 20 September 2010
Customer Attitude and Behavior Measures That Monetize
Loyalty and commitment are where we begin to see stronger correlation with such monetizing behaviors and key metrics as narrowed consideration set, usage frequency, and share of wallet. Recommendation is also an important measure.
Monday, 20 September 2010
Give Exceptional Customer Service
The customer always takes priority, not you the owner. It is the customers' needs and not your own that should be at the top of the list. Remember the old saying: "The customer is always right." Bear this in mind at all times.
Monday, 20 September 2010
The First Rule of Customer Service
The rulebook should not become an excuse for poor customer service or an obstacle to great service. Almost everyone has at some point experienced a situation where a customer service representative has blamed the rules for their inability to help.
Wednesday, 01 September 2010
Study: Offshoring Outsourcing Harmful to Customer Service
The study found that contact center satisfaction is only 58 out of 100 when the call is handled by an offshore agent, compared to 79 for U.S.-based agents. To put a score of 58 in perspective, satisfaction with the IRS is about the same, with a score of 55.
Wednesday, 01 September 2010
Top Five Ways to Improve Customer Service While Controlling Costs
In today’s competitive environment, call center managers are under more pressure than ever to reduce costs while improving efficiency levels and overall customer satisfaction. And it’s no surprise that exceptional customer service support leads to an increase in customer satisfaction.
Wednesday, 01 September 2010


<< Start < Previous 11 12 13 14 15 16 17 18 19 20 Next > End >>
Results 181 - 190 of 1063