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As experts in customer care and relationship management, we focus relentlessly on the power of word of mouth. We come to work everyday to ensure that consumers have positive interactions with brands that influence their purchasing behavior and enhance the way they feel about the brand and company. |
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Monday, 14 January 2008 |
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Companies are not keeping pace with consumers' rising expectations for service, especially in emerging economies. More than one-half (52 percent) of the more than 3,500 consumer respondents surveyed this year across five continents reported that their expectations for better service have increased over the past five years. Additionally, one-third (33 percent) said they have higher service expectations today than they did just last year. |
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Thursday, 10 January 2008 |
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An Accenture survey finds that while consumers' customer service expectations continue to rise, the majority of companies aren't keeping pace, sending customers to competitors. And it's only getting easier for them to leave. |
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Thursday, 10 January 2008 |
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Poor customer service and debt collection practice are costing companies billions of Pounds in bad debt. Research found that in the UK and Europe customer service is at an all-time low and it is having a negative impact on company balance sheets. |
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Wednesday, 09 January 2008 |
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Alegent has spent a lot of time creating a more soothing environment, including fireplaces in the waiting rooms, healing gardens and meals on demand, which help make the facilities feel less clinical and more like home. Some of the available personal care options could include simply allowing a pet to make a quick visit to the patient or having staff pray with patients and their families. |
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Tuesday, 08 January 2008 |
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It was early in the morning, and I had awoken with the sudden, sinking realization that a present I had bought for one of my sons hadn’t yet arrived. It wasn’t just any present either; it was a PlayStation 3, a $500 item, and a gift, I happened to know from my sources, that he was hoping for. |
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Monday, 07 January 2008 |
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Until recently, businesses would nod sagely about the need to ‘improve the customer ‘journey’ yet, when it came to taking investment decisions, the harsh reality was that the customer would be all but forgotten in the drive for greater operational efficiencies and a better bottom line. |
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Friday, 04 January 2008 |
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Much has been written about the importance of companies understanding and addressing customer needs. The majority of the efforts we have witnessed focused on identifying areas of dissatisfaction, planning to address those problems, and resolving them. |
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Thursday, 03 January 2008 |
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In its annual release of the "Holiday Top 40 Online Retail Satisfaction Index," Michigan-based online customer satisfaction measurement provider ForeSee Results found that online customer satisfaction fell 1.3 percentage points this holiday season from last year, to a score of 74 on a 100-point scale. |
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Thursday, 03 January 2008 |
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If you want to find out which businesses reached the pinnacle of delivering a superior customer service experience to their customers this year, look no further than the RealPeopleRatings.com nationwide survey. The study breaks businesses out by industry and names CRI's customer service elite for 2007. |
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Monday, 31 December 2007 |
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