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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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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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