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In a competitive marketplace, with hundreds or thousands of other options available at the click of the mouse, online businesses can't afford to fail even one customer. Not only will she leave your site -- maybe forever -- but if it goes unnoticed, that same problem might actually impact hundreds of others. |
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Monday, 12 March 2007 |
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The old adage “the customer is always right” has never been truer. The new set of requirements for personalizing online experiences in a Web 2.0 world has transformed customer analytics into a billion-dollar industry. |
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Monday, 12 March 2007 |
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It's the great companies that are going a step further, adopting approaches that listen to the often overlooked voice of the customer, leveraging this feedback to implement more tailored strategies into the resolution process and, as a result, making the move from simple case management to complete, personalized customer care. |
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Monday, 05 March 2007 |
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Park Plaza Hotels & Resorts, part of Minneapolis-based Carlson Hotels Worldwide, ranked number one in customer satisfaction for the Midscale Hotels with Food and Beverage Segment in the annual survey |
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Thursday, 01 March 2007 |
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The travel story du jour — for the last several jours, in fact — remains JetBlue Airways' operational and customer service meltdown in the wake of the Valentine's Day storm at its JFK homeport in New York City. |
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Thursday, 01 March 2007 |
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Organizations know they need to differentiate their customers and foster loyalty -- they're just not following that up with action, according to a recent report. |
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Wednesday, 28 February 2007 |
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Business Week’s first-ever ranking of 25 client-pleasing brands included JetBlue, until it got stuck on the runway. |
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Tuesday, 27 February 2007 |
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Pacific Gas and Electric Company's business customers ranked the company's natural gas service highest among western utilities, according to the latest customer satisfaction study. Earning an overall customer satisfaction index score of 761 on a 1000-point scale, PG&E shared the highest ranking with one other company. |
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Friday, 23 February 2007 |
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Recent research illustrates that clients do not believe that they obtain good customer service. Clients believe that they deserve to obtain good customer service- and that are correct! Organizations exist because of clients. Simply put, lights to not turn on, computers do not computer and salaries do not get paid without a client! |
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Friday, 23 February 2007 |
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When I was a hot-headed 20-something, I returned a rental car to one of the national agencies. Dissatisfied about something, I stormed into the airport rental office, furiously paced in front of the desk, and loudly lambasted the agent. The next time I tried to rent a car from the company, no one would let me. |
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Thursday, 22 February 2007 |
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