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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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Steve Forbes once wrote that trust is the bedrock of democratic capitalism and, like the air we breathe, often taken for granted. How very true. In retail payments, consumer trust is essential to help sustain growth, manage costs and reduce risk. Our recent surveys have found that security and protection of account information is by far the most important attribute to consumers when it comes to their relationship with banks and payments providers. |
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Wednesday, 14 November 2007 |
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Most customers call to the customer care when they get any problem in their purchased products or if they want to take some useful information from the call center. They dial the company's phone number expecting that someone from the company will respond to their needs. Indeed, someone would take the call. But too often, that someone does not originate from the phone company office |
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Wednesday, 14 November 2007 |
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More than 90% of callers directed to overseas call centres have reported real difficulties in understanding the person at the other end of the phone according to figures released this month. The disturbing findings show that although companies can save money through overseas outsourcing, they’re losing much more in terms of customer confidence as callers can struggle to make themselves understood. |
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Monday, 12 November 2007 |
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Charter Communications, one of the nation's largest cable television providers, is faced with competition from rivals it's never had to worry about before. With the likes of AT&T and Verizon nipping at its customer base, Charter is focusing on one major area: customer Service. It's an area where cable firms have had trouble in the past. |
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Friday, 09 November 2007 |
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Deep-pocketed customers are often drawn to technology-based products. "Digital photo frames, digital cameras, laptops and GPS systems are products that we expect to do well this year," said Chris Madaus, vice president of marketing for Staples Business Delivery. Home entertainment systems have been popular in the past few years. |
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Thursday, 08 November 2007 |
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In a world where technology is advancing at the speed of light and the volume of information doubling every few years, we as human beings are just as rapidly tuning out the information clutter overwhelming our lives. We are starving for a new kind of communication that authentically connects us to ourselves and to one another. Proof is all around us. |
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Wednesday, 07 November 2007 |
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When I got my new Dell laptop, I couldn't wait to turn it on and start using it. But first I had to spend an hour on the phone with my Internet service provider because the new computer wasn't compatible with my wireless modem. Then I had to spend two Saturdays in a row on the phone with Dell customer service trying to figure out why the computer shut off and started beeping if I left it on for too long when plugged in. |
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Wednesday, 31 October 2007 |
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