Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
While businesses dare not say that aloud, customers have little trouble getting that message when things go wrong. They see it in inattentive clerks. They hear it in unreturned phone calls. And they feel it in inflexible corporate policies.
There's an oft-heard slight in professional realms: "Those who can't do, teach." If taken seriously, this notion would leave marketers lost in their attempts to build consumer loyalty.
A recent survey showed that while gas prices have increased by a third and electricity prices by 13.7% over the past year, satisfaction scores among consumers have fallen.
Most contact center leaders are battle-tested enough to know that each and every customer interaction is a test of the service organization as a whole.
Here's a shocker for traditional brick-and-mortar merchants: Online behemoth Amazon.com took the top spot in a national study of retailers with the best customer service.
The customer is always wrong. While businesses dare not say that aloud, customers have little trouble getting that message when things go wrong. They see it in inattentive clerks. They hear it in unreturned phone calls. And they feel it in inflexible corporate policies.
I awoke this morning to a few inches of snow on the ground. Nothing unusual here in Colorado, but as it so happened the snow must have caused some problems in my internet connection.
