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Customer satisfaction is dead. Oh, there are a bunch of huge companies that haven’t figured it out yet. And there are a bunch of hotels and airlines that haven’t figured it out yet. And some (OK most) will never figure it out. |
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Friday, 30 March 2007 |
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Let’s face it: most loyalty schemes today are really a confidence trick. The rewards they offer are meaningless to most customers. Do even the major brands that launch these schemes honestly expect them to be effective in winning true, bankable, customer loyalty? I doubt it. |
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Thursday, 29 March 2007 |
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Proactive customer care programs continue to rise in popularity as companies seek to deliver unique, personalized messages to their consumers. This applies to message alerts, fundraising, collection efforts and traditional up selling/cross-selling telesales campaigns. |
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Thursday, 29 March 2007 |
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When it comes to providing easy phone access to city services in San Francisco, there has long been a deep disconnect. That should begin to change rather dramatically this week when San Francisco unveils its official entry in the centralized government information sweepstakes — the long-awaited 311 customer service center, a modern version of the lost art of call and response. |
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Wednesday, 28 March 2007 |
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Relationships are the foundation upon which loyalty is built. And there is a direct connection between the bottom line profit of your resort and the degree of customer loyalty your resort maintains. More loyalty translates to greater revenue and profit. |
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Tuesday, 27 March 2007 |
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A happy Kodak moment, it's not. Eastman Kodak (EK), the company famed for generations of priceless photos, has resigned from the national Council of Better Business Bureaus after the consumer protection group started expulsion proceedings against the firm, the council announced. |
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Tuesday, 27 March 2007 |
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Microsoft still doesn't have a fix on how many of its customer service representatives got tricked into helping hackers hijack Xbox Live accounts. |
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Tuesday, 27 March 2007 |
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One in ten shoppers leaving a store without making a purchase cited the wait to check out as a factor in their decision not to buy. When forced to wait in line in excess of 4 minutes, customer satisfaction levels fall below 80%. |
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Tuesday, 27 March 2007 |
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Most of us have a story or two to tell about lousy customer service. There's the time at Denny's when, after a long wait to be seated and extremely slow service, the waitress dropped our tray of food and drinks right into my lap. |
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Monday, 26 March 2007 |
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Derek Monroe regularly sues retail outfits in small claims court in order to resolve minor skirmishes over customer service. Does he win big? No. The awards are usually small -- he won $5 plus court costs in a coupon case -- but it's not the money that matters, explains Monroe, it's the principle. |
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Monday, 26 March 2007 |
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