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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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The customer is always right. This has been the Golden Rule for retailers for years, but with the growth of online business and the seemingly endless pool of customers, the old standby may be losing its punch. It shouldn't, according to a new study. |
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Wednesday, 18 April 2007 |
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Think about the last time you had a negative buying experience. Did an e-commerce site fail to respond to your email query? Or maybe a sales associate at your neighborhood computer store didn't know the difference between a floppy drive and a hard drive |
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Wednesday, 18 April 2007 |
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The 2007 Aspect Index found that consumers who have an exceptional contact center interaction experience many commonalities that include: quickly responding to inquiries or issues, providing accurate and detailed product and service information, setting expectations for what will transpire after an interaction and transferring knowledge to customers so they are qualified to make informed decisions. |
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Tuesday, 17 April 2007 |
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When Paige's favorite local coffee shop made a few too many changes, it forced customers away. How can you avoid this same mistake? |
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Monday, 16 April 2007 |
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The extra mile is an action or an expression that sparks a “wow” in the mind of the customer or a co-worker. It’s an unexpected deed. But before an extra mile is ever walked or executed, it has to be an attitude and a mindset from the extra miler. |
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Monday, 16 April 2007 |
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