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Providing a consistent level of quality customer service is always a work in process for hotel managers. Couple that with the fact that the labor pool in many markets is relatively shallow and that turnover remains high as compensation remains low, and it is easy to see why some managers are reverting to the ‘fog the mirror’ method of hiring! |
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Wednesday, 31 October 2007 |
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One of the main reasons "customer satisfaction" is a meaningless statistic is that it's not predictable, let alone measurable, as relates to business growth. Right about now, all customer satisfaction people, from marketing to award companies, are writing me off as a "know-nothing" human who has no concept of business. "You MUST have satisfied customers or you can't build a business." |
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Tuesday, 30 October 2007 |
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Consumers often criticize companies for poor service, poor workmanship, or just being sleazy. But despite conventional wisdom, the customer isn't always right. Sometimes the consumer is right, sometimes the company is right, and sometimes the answer falls somewhere in between. |
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Tuesday, 30 October 2007 |
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A disgruntled columnist, after having no luck buying a desk, urges companies to focus on face-to-face service rather than online purchases |
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Tuesday, 30 October 2007 |
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Maybe all the hubbub about flight delays and shoddy service is beginning to register with the USA's big airlines. |
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Wednesday, 24 October 2007 |
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Humans matter. Locked in a pitched battle with Blockbuster in the online DVD rental business, Netflix decided it needed a standout customer service offering. Going against established wisdom, Netflix decided to ditch its impersonal e-mail customer support in July in favor of all human-to-human interaction. |
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Monday, 22 October 2007 |
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The problem with some customer service training is that the service is only smile deep. You’ve probably patronized some places — but not for long — where the employees were surly or inattentive. And you’ve probably been a customer at places where customer service training clearly was emphasized. |
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Tuesday, 09 October 2007 |
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A recently released nationwide study gives financial services giant ING and automaker Honda top ranking based upon customer brand experience. Toyota, Volkswagen, Southwest Airlines, Radisson, GM, Hyatt, Westin and The Home Depot rounded out the top 10 brands with the best customer experience. |
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Wednesday, 03 October 2007 |
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Quick -- which service providers give you the least trouble? Do you give higher marks to your banker or your home improvement contractor? Are you more satisfied by your doctor or your Internet service provider? |
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Tuesday, 02 October 2007 |
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Today's world is filled with savvy consumers. They know how to find the best deals. They're up on all the latest trends. If there's a hot new product on the market, they don't want to miss it. (Remember, those iPhone lines!). |
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Tuesday, 02 October 2007 |
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