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Major cable companies continue to lag their satellite TV rivals in customer satisfaction, but there are signs that their bundle of video, Internet and phone services is starting to make a difference, according to a J.D. Power and Associates survey released Wednesday. |
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Friday, 17 August 2007 |
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One of the best ways to increase profits dramatically is to focus your attention on your current customer satisfaction and good customer service skills. Profitable businesses don't just rely on attracting new customers, they work at encouraging existing customers to buy again and to provide positive word-of-mouth advertising to their friends. This can only happen when employees learn leading edge customer relationship management skills. |
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Friday, 17 August 2007 |
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Detroit automakers narrowing gap with imports; Apple, Dell and Google slip. The latest American Customer Satisfaction Index (ACSI) edged up 0.1 percent to 75.3 on ACSI's 100-point scale and is up only 1 percent in the last year. |
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Tuesday, 14 August 2007 |
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It isn’t your imagination. The service is getting worse. Almost every measure of performance, from the federal government’s numbers to independent surveys by the likes of the University of Michigan’s American Customer Satisfaction Index, suggests that when it comes to travel, customer service is circling the drain. |
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Tuesday, 14 August 2007 |
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Two weeks ago, I slammed a certain unnamed wireless provider for shoddy e-mail-based customer support. I was overseas, and the phone service did not work as promised. When I wrote the company it took three days to reply, which, under the circumstances, was unacceptable. |
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Monday, 06 August 2007 |
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High net-worth consumers rated Celebrity the cruise line with the best experience in the 2007 Luxury Customer Experience Index (LCEI) survey. Holland America and Princess were rated second and third, respectively. |
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Wednesday, 01 August 2007 |
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Home Depot is trying to bring back the superior service it was known for when it built itself into a powerhouse. However, making 2,000-plus stores customer-friendly again will take time. After all, the precipitous slippage didn't happen overnight. Whether consumers will hang in there surely will have a lot to do with how seriously Home Depot takes problems that inevitably pop up at all large companies. |
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Tuesday, 31 July 2007 |
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Customer service is not given much importance in this part of the world, unlike in some countries where businesses engage in a cut throat competition to provide the best services for their customers. |
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Tuesday, 31 July 2007 |
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Voicemail, automated phone systems, email and other technology have replaced the personal touch when it comes to customer service. Customer frustrations are on the rise. Their number one complaint is that no one really seems to care anymore. Your customer can tell the difference between satisfactory service and caring service. Satisfactory service is what most customers expect. This type of service focuses on completing a task rather than building a relationship with the customer. |
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Monday, 30 July 2007 |
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Sprint Nextel customer Sean Fitzgerald said he wasn't surprised his carrier finished last in the J.D. Power study. "I've talked to many friends who've complained about not getting great service there," he says, noting that he had to contact the company multiple times because of billing errors that surfaced during the Sprint Nextel merger, completed in 2005. |
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Monday, 30 July 2007 |
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