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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
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CUSTOMERS
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Sarah Collier, a 20-year-old college student who has worked in retail sales, said she believes her peers' customer-service skills depend on their background and training, not their age. "I don't think it's necessarily the entire generation. I think it's just the individual," said Collier, a hard worker who sells time-share vacations for a Poconos resort. "I know how to give good customer service." |
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Friday, 28 December 2007 |
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As a consumer, one of my biggest turnoffs to a brand or product is poor customer service. Everyone dreads facing strict return policies, or holding for the "next available representative" for hours on end. In our increasingly competitive marketplace, it's more important than ever for businesses to remember that the customer is king. One bad experience could drive customers toward a competitor instead. |
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Thursday, 20 December 2007 |
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Make it right, and keep that customer for life. Good, even mind-boggling customer service is still available if you patronize the right places. There's a growing realization among retailers today that improving service and maintaining customers' trust elevates a store in a crowded, competitive, overbuilt market |
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Monday, 17 December 2007 |
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Consumers ranked wireless carriers as providing a less useful and enjoyable customer experience than retailers and credit-card companies, but better than TV service providers and medical insurance providers, according to a recent survey of nearly 5,000 consumers. |
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Monday, 17 December 2007 |
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What is it about interacting with customer service that seems to drive us off the edge? Is it the incessant lack of logic and rationality that we have to face? No matter which industry - telecom, credit cards, insurance, you name it - the same problems keep creeping up all the time. |
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Friday, 14 December 2007 |
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This time of year is always exciting for me. December gives us a chance to reflect on the last 11 months and take a critical look at what went right, what went wrong, and what we should work on changing for 2008. |
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Wednesday, 12 December 2007 |
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Well, that may be a little strong, but according to an upcoming report, about 62% of Americans say companies "don't care much" about their needs. That's a big increase from 52% in 2004, says Lexi Hutto, senior consultant for Yankelovich in Chapel Hill, N.C. And 67% say marketers care more about selling existing products than really helping the customer, an increase from 58% in 2004. |
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Tuesday, 04 December 2007 |
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According to a recent survey, 80 percent of consumers will never to go back to a company after a negative experience. On a positive note, outstanding service is the number one reason customers continue to do business with a company or recommend it to others. These facts highlight the value of delivering an exceptional customer experience. |
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Wednesday, 21 November 2007 |
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It's a good thing for airlines that so many consumers get cable TV. That means airline executives can still find one industry that ranks below theirs on the American Customer Satisfaction Index — at least until next spring's survey, the first to be done since this year's summer of our discontent. It's also a good thing that elected officials are feeling the heat and — one would hope — the economic need to improve air transportation. |
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Monday, 19 November 2007 |
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Customer satisfaction is down for the first time since early 2005, according to the third quarter report of the American Customer Satisfaction Index (ACSI). The Index slides 0.1% to 75.2 on its 100-point scale, but it remains 1% higher than it was a year ago. Still, even the slight decline does not bode well for consumer spending in the holiday season. |
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Thursday, 15 November 2007 |
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