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Customer experience, and by extension the ongoing business relationship with any customer, lives and dies at the point of contact. All the glossy advertising in the world cannot compensate for a consistently weak experience. |
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Tuesday, 25 July 2006 |
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From the Mini Cooper to Whole Foods, companies and brands are discovering how superior customer experience keeps 'em coming back for more. |
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Tuesday, 25 July 2006 |
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Finding out what customers really think is a crucial first step toward an improved bottom line. |
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Friday, 21 July 2006 |
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There’s an important difference between the level of customer satisfaction, and the amount of customer sacrifice. |
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Monday, 17 July 2006 |
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As cable companies aggressively entice telephone customers with attractively priced service bundles, many are also outperforming traditional telephone companies in satisfying customers. In a recent survey, Cox communications ranks highest in three regions, while Bright House Networks, Time Warner Cable and Verizon each rank highest in one region. |
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Monday, 17 July 2006 |
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Dell outlined plans Thursday to simplify pricing and reduce the number of mail-in rebates for consumers and small business as part of the computer maker's recent US$100 million initiative to improve customer service. |
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Friday, 14 July 2006 |
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Cross-channel shoppers have major buying power, according to a recent report from Forrester Research: in addition to what they buy online, they influenced more than $125 billion a year in offline sales last year, up 8% over 2004. |
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Monday, 10 July 2006 |
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Sure, you know customers are why you're in business, but it's all too easy to inadvertently neglect them. Here are some quick tips to help you remember who brought you to the dance. |
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Monday, 10 July 2006 |
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I always encourage our managers and team members to think outside of the box when it comes to customer service, to go beyond what customers traditionally expect. |
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Monday, 10 July 2006 |
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Some customer service representatives are fighting back by starting their own sites to complain about annoying customers. |
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Monday, 10 July 2006 |
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