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Everyone has a customer service horror story to tell. Fewer can recollect a positive customer service experience. |
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Monday, 16 April 2007 |
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Lawmakers including Sen. Olympia Snowe proposed legislation requiring that passengers have access to adequate water and working toilets. The bill also set a three-hour limit for being stuck in a plane. The airlines and business groups respond that legislation is not the answer. Lawmakers mulled the subject in 1999 after Detroit passengers sat in a plane for more than eight hours. |
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Monday, 16 April 2007 |
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Who cares what you think! How good is customer experience in the eyes of your customers? New research suggests that “80% of companies believe they’re delivering superior experiences to their customers, but only 8% of customers agree.” |
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Thursday, 12 April 2007 |
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Customers have never been more satisfied with the goods and services they buy, according to a study. Nonetheless, the retailers recently surveyed were “extremely concerned” about consumer complaints regarding the in-store experience. |
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Wednesday, 11 April 2007 |
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Delta Air Lines Inc., which has indicated it might sell feeder carrier Comair after it exits bankruptcy protection, could make changes to the lineup of regional carriers that handle its connecting flights in the interest of quality. |
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Wednesday, 11 April 2007 |
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At American Airlines' AAdvantage e-shopping site, more than 200 vendors--including Bergdorf Goodman, Home Depot and Petco--offer bonus airline miles to shoppers. Like the currencies of countries, the value of vendors' currencies fluctuates as well. |
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Wednesday, 11 April 2007 |
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A new study finds that company response to service emails are in a downward spiral; can best practices reverse the slump? |
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Tuesday, 10 April 2007 |
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The idea of saying no to a customer or client may seem unthinkable for a new small business owner. Turn down business? Get rid of a big account? |
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Monday, 09 April 2007 |
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The companies' financial results are telling. Best Buy, the nation's No. 1 electronics retailer, this week posted an 18 percent rise in fourth-quarter profits despite a bruising environment of flat-panel TV price drops. No. 2 Circuit City, on the other hand, swung to a loss in the quarter and is shaving its total work force by 8 percent, laying off 3,400 of its most experienced (and expensive) clerks. |
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Friday, 06 April 2007 |
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USAA was named the best company in the country for customer service in any industry in a recent cover story in Business Week magazine. Quality survey firm J.D. Power and Business Week's own survey were the basis for naming the 85-year-old financial services firm as the first No. 1 "Customer Service Champ" by the magazine. |
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Friday, 06 April 2007 |
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