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Validating what it terms a "strong track record" for customer service by California's home warranty companies, the Home Warranty Association of California (HWAC) reports that, "As an industry, we receive a minimal number of escalated complaints in relation to the large number of contracts issued and subsequent requests for service." |
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Tuesday, 14 November 2006 |
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Don't give an incentive or reward to a valued customer and then make it difficult to use. Airlines immediately spring to mind. For instance, limited availability of airline award seats occurs all too frequently in frequent-flier programs |
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Friday, 10 November 2006 |
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With 72 percent of companies utilizing customer loyalty and retention programs, it is no wonder consumers' wallets bulge with loyalty cards and their brains jostle passwords to gain access to online accounts. Yet three-fourths of companies report that less than 15 percent of consumers abandon these loyalty and retention programs annually. |
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Friday, 10 November 2006 |
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It's a well documented fact that the world is ageing. This is an unprecedented phenomenon; without parallel in history. While the proportion of persons over 60 years of age increases, the number of people under the age of 15 is declining. |
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Tuesday, 07 November 2006 |
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A survey of 6,000 organizations demonstrated that employers place great importance on customer handling skills. Despite this, statistics from the survey demonstrated that more than half -- 57 percent -- of employees in skilled jobs lack this vital skill. |
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Monday, 06 November 2006 |
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While businesses dare not say that aloud, customers have little trouble getting that message when things go wrong. They see it in inattentive clerks. They hear it in unreturned phone calls. And they feel it in inflexible corporate policies. |
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Monday, 06 November 2006 |
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There's an oft-heard slight in professional realms: "Those who can't do, teach." If taken seriously, this notion would leave marketers lost in their attempts to build consumer loyalty. |
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Friday, 03 November 2006 |
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Companies see green in this graying generation's attitudes and outlook on life. |
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Friday, 03 November 2006 |
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A recent survey showed that while gas prices have increased by a third and electricity prices by 13.7% over the past year, satisfaction scores among consumers have fallen. |
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Friday, 03 November 2006 |
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Most contact center leaders are battle-tested enough to know that each and every customer interaction is a test of the service organization as a whole. |
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Thursday, 02 November 2006 |
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