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Despite an explosion in consumer conversation technology, Americans have cut back substantially since 2008 on the opinions they share by word-of-mouth (WOM) about companies and their offerings. |
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Thursday, 28 July 2011 |
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Why do we in the customer service industry still feel it is OK to duck out of being clear with customers what we deliver? As a sign of our growing maturity, we need to make it clear what the customer can expect and produce our equivalent of product labeling. It's your service menu. |
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Thursday, 28 July 2011 |
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Phone trees that lead nowhere. Customer service drones chained to a script. The modern corporation has invented a thousand ways to tell customers with a grievance: You’re out of luck. And, no, contrary to our dulcet recording, your call is not important to us. |
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Wednesday, 08 June 2011 |
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When you set about the championing process for your social media program, do what Philips Marketing Director Marco Roncaglio did at Philips: invite everyone. Brand managers, product managers, human resources, and yes, customer care. They are all part of your social media team. |
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Wednesday, 08 June 2011 |
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We have a complaining psychology, which is really problematic as a whole. Because, when we really believe that to complain to a company will take so much time and effort, it won't be worth it. So 95% of us actually won't complain at all when we have a problem. |
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Wednesday, 08 June 2011 |
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In order to bring you up to speed, Inc.com has compiled seven of the most innovative and ingenious tips from articles, guides, and interviews in Inc. and Inc.com over the past year. These are the new rules of building customer loyalty. |
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Wednesday, 08 June 2011 |
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From a business perspective, lots of companies get customer service right. But few get engagement and even less will recognize the value of customer intimacy. |
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Wednesday, 08 June 2011 |
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Respondents who say they prefer live chat most frequently cite getting their questions answered immediately (77%) and live chat’s efficiency as a communication method (52%) in explaining why they prefer chat. |
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Wednesday, 08 June 2011 |
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When new companies become successful and grow from five clients to 50 in a matter of months, the first thing that suffers is often the level of customer service. To keep clients satisfied and happy while continuing to grow your business, consider these tips: |
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Wednesday, 08 June 2011 |
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Consumers are placing an even greater premium on quality customer service this year, with 70% saying they are willing to spend an average of 13% more with companies they believe provide excellent customer service. This is up substantially from 2010, when 58% said they would spend an average of 9% more with companies that deliver great service. |
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Thursday, 26 May 2011 |
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