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While every marketer strives to create a positive customer experience, not every business is built on a model of delivering nirvana. For example, when was the last time you heard of a positive experience with an auto insurance claim? |
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Monday, 04 June 2007 |
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In just over a decade, Bendigo Bank has been transformed from rural-based lender to a national financial institution, becoming one of the most admired Australian companies in the process. |
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Friday, 01 June 2007 |
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The future of your business is largely determined by keeping your customers happy and coming back. But how well you understand and monitor the impact you have on your customers can have a profound effect on the growth and success of your business. |
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Thursday, 31 May 2007 |
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Since the economy went global, a flood of competition pushed American companies into the most complicated business conditions in history. In less than 30 years, so many of the old rules of business have been rendered largely ineffective. The proof is ubiquitous. |
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Wednesday, 30 May 2007 |
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Poor treatment or lack of branches or ATMs when they move are some reasons why bank customers switch banks; consider boosting loyalty by offering and promoting sticky services, one analyst says. |
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Tuesday, 29 May 2007 |
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There is a potentially costly mismatch between consumer technology companies' perception of the quality of their customer service and customers' expectations, which is putting three quarters of organizations' customer bases at risk of defection to a competitor, according to a new study. |
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Tuesday, 29 May 2007 |
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How do you handle customer complaints? Most contractors think they do a good job of resolving them. But when asked, "How do you know?" most owners/ CEOs respond, "I don't!" |
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Thursday, 24 May 2007 |
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It’s human nature to have a somewhat inflated view of our own achievements. This helps explain the yawning chasm of perception between how CEOs think their companies serve their customers and how the customers actually feel. |
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Thursday, 24 May 2007 |
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While more technology companies are making the move into selling solutions, most vendors haven't yet mastered the art of servicing those solutions, maintains a new study. |
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Tuesday, 22 May 2007 |
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The upward trend in the American Customer Satisfaction Index (ACSI) continues, but quite a few companies are falling behind. Even though the overall ACSI is up, there are more decliners than advancers. The record is mixed within most industries. |
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Friday, 18 May 2007 |
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