Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
The American Customer Satisfaction Index (ACSI) rose for a fifth consecutive quarter to its highest level since 2004. The report shows customer satisfaction for PCs and American auto manufacturers has risen, while has Yahoo sliped in its quest to catch Google.
The battery recall, which may cost Dell as much as $200 million and will affect 4.1 million laptops, could turn into a customer relations bonanza, if customers find the recall process easy and fast.
So it’s always been curious to me that these two industries have such different views of customer service. We even call them different things: our welcomed “guest” is the airlines’ nameless “passenger.”
It's a fine line between keeping up a solid relationship with your customers and potential leads and inundating them with sales calls and marketing materials that eventually annoy them so much they vow never to do business with you again.
Once upon a time, unhappy customers had little leverage against big companies and their poor customer-service procedures, but now complaining on the Internet brings action via some new approaches.
A national, independent survey among users of online chat for customer service found that two-thirds of the people who use online chat for customer service have had a positive experience versus using the telephone for customer service.
