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When customers experience a marketing message, there are three subliminal questions they ask themselves: "Who are you, and why should I care?" "What do you want from me?" and, "What is in it for me?" If the answers are not apparent and compelling, the customer will be long gone. |
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Monday, 16 January 2006 |
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Customers have plenty of gripes these days - about rude or dismissive salespeople, interactive voice systems that give callers the runaround, and other perceived indignities. The problems are not one-sided, either: Most front-line employees can describe encounters with "customers from hell." Meanwhile, in mission statements and marketing, company officials pledge allegiance to customer service. It is a part of our culture, managers say with a straight face. |
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Tuesday, 10 January 2006 |
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Your customer satisfaction will depend a whole lot on your sales force obtaining the money, time and recognition they feel they deserve, and frankly, unless you buy into the project, you will be the only loser. |
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Tuesday, 03 January 2006 |
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The problem in business, and even in marketing, is that too little of what is done is seen from the perspective of the customer. |
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Tuesday, 03 January 2006 |
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If you have ever blown your top dealing with a customer service representative, you are not alone. A new study indicates it is a problem for most consumers. |
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Friday, 30 December 2005 |
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A recent study reveals the "Best in Class" of restaurants, retailers, convenience stores and supermarkets for 2005. |
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Wednesday, 28 December 2005 |
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What customers really want is more than just the core service your business to meet their needs. |
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Tuesday, 27 December 2005 |
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Long-term initiatives are vital for staying one step ahead of the competition and can reduce both billing and customer care costs. |
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Thursday, 22 December 2005 |
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The holiday shopping season is the opportunity for retailers to make up for slower sales in previous months. However, because economists predicted a slower holiday season due to rising energy costs and discount competitors, savvy retailers have increased their focus on providing higher levels of customer service. |
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Thursday, 22 December 2005 |
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All the major online agencies have recently introduced customer-service initiatives. In response, many of the troubled domestic airlines are upgrading their Web sites and retraining their phone agents to better compete. |
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Wednesday, 21 December 2005 |
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