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Half of all consumers stop doing business with a company partly or wholly due to a poor customer service experience, according to a recent international survey. The study of more than 4,300 consumers found that customer service is a critical driver of profitability and satisfaction, with more than 75% of consumers saying they would give more business to a company based on a great contact centre experience |
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Tuesday, 01 May 2007 |
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You want to build solid, long-term relationships with customers. There are different types of relationships and it is not just the simple, "customers like you so they buy from you" type of thinking. Buying decisions can be complex and involve a number of factors - any of which can make or break the sale. |
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Tuesday, 01 May 2007 |
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Is customer service getting better or worse? Despite the conventional wisdom of customer "no-service" as the norm, over 61 percent of consumers see call centers as doing a better job than three years ago. An international survey of more than 4,300 consumers found that, despite some continued pockets of frustration, 23 percent of all consumers found their experience "significantly better," and an additional 38 percent felt it was "somewhat better" while only 12 percent thought it was worse. |
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Tuesday, 01 May 2007 |
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As far as many businesses are concerned, their attitude towards customers is all about consistency. Consistent mediocrity, that is. The only way to break this habit is to break the rules. |
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Monday, 30 April 2007 |
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There's an expanding trend line among retailers, it's called "Experience Retailing" and its biggest proponents are among the country's most well-known technology brands, from Samsung to AT&T to Apple. |
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Friday, 27 April 2007 |
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Is customer service getting better or worse? Despite the conventional wisdom of customer "no-service" as the norm, over 61 percent of consumers see call centers as doing a better job than three years ago. |
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Thursday, 26 April 2007 |
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When you sign up as the customer of an organization - whether it be a bank, insurer, energy or phone company - you have a right to expect a decent level of service. |
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Thursday, 26 April 2007 |
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Caffeine is the fuel of choice for most entrepreneurs and business owners. I can boil water but don't even make toast well, so I prefer to go out for coffee and tea to keep my engine running at maximum capacity. My favorite spot to recharge is an independent café in a low-key area of town. |
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Thursday, 26 April 2007 |
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Readers took notice when the New York Times recently announced that consumer electronics retailer Circuit City was laying off 3,400 top-earning sales people to replace them with people who would earn less. One wrote in to say that the store's "cold-hearted calculation of a worker's worth" left out a critical thing: "how much it costs to hire and train new workers." |
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Wednesday, 25 April 2007 |
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American businesses are doing a good job of improving levels of satisfaction and loyalty among their business customers, but still have a ways to go to match the top performing companies in this key area. |
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Wednesday, 25 April 2007 |
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