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While concerns about the environment are growing significantly in international markets, fuel costs dominate all other issues impacting the airline industry, according to results of a survey conducted among North American and international airline executives by Sabre Airline Solutions, the global leader of software and services for the airline industry. |
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Monday, 07 May 2007 |
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As broadband providers introduce more complex services, there's a corresponding rise in what customers expect from the providers, according to a recently published report from Parks Associates. "The increasing numbers and types of value-added offerings paradoxically create greater expectations from the consumer for support and hand-holding," the report noted. |
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Friday, 04 May 2007 |
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This year's airline category leader in the Brand Keys' Customer Loyalty Engagement Index--Jet Blue Airways--demonstrates not only that the tenets of the rule of six are true, but also that when it comes to customer expectations, often a customer's positive residual experience with a brand accounts for a lot of loyalty in otherwise disappointing situations |
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Thursday, 03 May 2007 |
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Despite February's much publicized fiasco that had customers in New York stranded on its planes for hours during an ice storm, JetBlue still ranks as Americans' favorite airline. That's the result of the 10th annual Consumer Loyalty Engagement Index put out by a company that measures customer loyalty. |
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Tuesday, 01 May 2007 |
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Half of all consumers stop doing business with a company partly or wholly due to a poor customer service experience, according to a recent international survey. The study of more than 4,300 consumers found that customer service is a critical driver of profitability and satisfaction, with more than 75% of consumers saying they would give more business to a company based on a great contact centre experience |
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Tuesday, 01 May 2007 |
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You want to build solid, long-term relationships with customers. There are different types of relationships and it is not just the simple, "customers like you so they buy from you" type of thinking. Buying decisions can be complex and involve a number of factors - any of which can make or break the sale. |
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Tuesday, 01 May 2007 |
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Is customer service getting better or worse? Despite the conventional wisdom of customer "no-service" as the norm, over 61 percent of consumers see call centers as doing a better job than three years ago. An international survey of more than 4,300 consumers found that, despite some continued pockets of frustration, 23 percent of all consumers found their experience "significantly better," and an additional 38 percent felt it was "somewhat better" while only 12 percent thought it was worse. |
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Tuesday, 01 May 2007 |
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As far as many businesses are concerned, their attitude towards customers is all about consistency. Consistent mediocrity, that is. The only way to break this habit is to break the rules. |
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Monday, 30 April 2007 |
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There's an expanding trend line among retailers, it's called "Experience Retailing" and its biggest proponents are among the country's most well-known technology brands, from Samsung to AT&T to Apple. |
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Friday, 27 April 2007 |
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Is customer service getting better or worse? Despite the conventional wisdom of customer "no-service" as the norm, over 61 percent of consumers see call centers as doing a better job than three years ago. |
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Thursday, 26 April 2007 |
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