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Many companies have common goals for setting up a social intelligence command center, including staying on top of the brand and connecting with customers. Most centers address reactive needs, such as crisis management and customer support, as well as proactive goals, like engagement marketing through social channels. |
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Wednesday, 24 August 2011 |
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What is the gross profit margin on a customer? In reality, the entire “life time value of a customer” (LTV) is based on seven measurements which every company needs to utilize: |
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Monday, 15 August 2011 |
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That increasing rudeness that makes most of us flinch every time it happens cuts both ways; customer service reps have been the victims of some scathing remarks, even threats, by irate callers. While those callers may have legitimate gripes, their rhetoric and choice of words can be excessive. |
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Monday, 15 August 2011 |
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"Traditional customer service teams are seeing their role changing a lot. They are having to become communications experts in a way because they are being bombarded with messages coming through from customers that are positive and negative." |
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Monday, 15 August 2011 |
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In some countries, it may not be polite to cross-sell even at the end of a successful customer service interaction. Likewise, a 48-hour response time for email queries may be acceptable in some cultures but tantamount to ignoring the customer in others. |
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Monday, 15 August 2011 |
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Of course, when you rely on a free service, you should expect to get what you pay for. But when the free service is provided by a highly profitable company like Facebook, you have to think that at least a modicum of customer service and responsiveness would be in its best interests. |
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Monday, 15 August 2011 |
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While the really good and really bad customer experiences tend to stand out, it’s the ones in the middle that are hard to gauge. These are the ones that can have the most impact on your business. |
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Monday, 15 August 2011 |
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The survey also determined that health insurers are not keeping pace with rising customer expectations. Among all five of the areas customers rated most important, the gap between customer expectations and insurer performance was significant, as much as 50%, in some cases. |
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Monday, 15 August 2011 |
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In today’s marketplace, except for a few standout brands that have done an amazing job at being “indispensable,” competing for consumers’ loyalty doesn’t seem to be a major priority for businesses. Big mistake. |
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Monday, 15 August 2011 |
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Some businesses see service as an investment because service can be as equally as important as the product they are selling. Other businesses just see service as something you can put on the chopping block and cut when times are tough. |
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Monday, 15 August 2011 |
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