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In its January issue, Consumer Reports magazine reported that in a survey of 50,000 cell-phone users, only 47% were completely satisfied or very satisfied with their service. The magazine calls that "a low showing for any type of service" in the U.S. |
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Wednesday, 15 February 2006 |
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Study after study has shown that being "customer focused" is the most important component of customer satisfaction; however these same studies show how woeful actual performance is in this area. |
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Friday, 10 February 2006 |
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Try a customer-satisfaction incentive program. Here is an outline that has worked for several companies. Modify it, change it, make it yours. |
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Friday, 10 February 2006 |
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Last week I discussed three things that have sent customer service to new lows: expectations, the Internet and price. The convergence of these influences has produced a retail experience of customer self-service that has all but replaced customer service. |
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Wednesday, 08 February 2006 |
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After several years in decline, merger and acquisition (M&A) activity has been booming. Companies naturally expect these deals to result in significant benefits, from the growth of market share to new economies of scale. But these companies run the risk of falling short in their efforts if they fail to keep a close eye on a key factor - the customer. |
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Monday, 06 February 2006 |
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Netflix.com, Amazon.com, LLBean.com and QVC.com were the highest scoring online retailers. CompUSA.com, Kmart.com and Sears.com performed the lowest in the ratings. The sites with the biggest drop from spring to the holiday season were ToysRUs.com, OldNavy.com, Sears.com and JCPenney.com. |
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Wednesday, 25 January 2006 |
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What has happened to customer service and where is it headed? For those who observe change, the future of customer service appears bleak. But is there a way for the multichannel direct marketer to win the War for the heart of their customers? |
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Monday, 23 January 2006 |
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While I was sitting at the table I started thinking of why you never hear of the nice servers. All we seem to ever hear about are the horror stories that pop up involving wasted time, rudeness or ineptitude. I think some of this is because people do not recognize good service these days. I like to think we gave Whitney a nice large tip for being such a good waitress, if my math skills were working correctly that is. |
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Monday, 23 January 2006 |
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Sales not where you want them no matter what you do? So how do we fix the problem? Just about everyone out there with a sales force has had this problem at one time or another. |
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Wednesday, 18 January 2006 |
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Open a newspaper, turn on a radio or television, you will see and hear endless adverts that boldly shout that you should spend your money at this place or that one because of the customer service. |
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Tuesday, 17 January 2006 |
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