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We all know the frustration of poorly designed automated systems. Simply automating systems does little more than aggravate customers. Rather, automation needs to be personalized and handled correctly in order to satisfy both customer and company. |
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Tuesday, 02 May 2006 |
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The telecommunications industry has a higher churn rate than most other industries, according to business intelligence company SAS -- and it says the cost to companies of recruiting new customers is 15 times more than the cost of retaining those they already have. |
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Monday, 01 May 2006 |
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BellSouth ranks highest in satisfying US business customers with both local and long distance telephone service, according to JD Power. Overall satisfaction was measured using seven factors. (Performance and reliability, billing, sales representatives/account executives, company image, cost of service, offerings and promotions, and customer service). |
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Friday, 28 April 2006 |
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Recent research released by Unisys indicates that business and IT executives in large organizations realize the future depends on customer satisfaction. |
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Friday, 28 April 2006 |
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SUBWAY, Olive Garden, Cici's Pizza, Marriott, Southwest Airlines, BP, Nordstrom, Stride Rite, Ace Hardware, Dick's Sporting Goods, Publix, Walgreens, and Radio Shack earned the highest marks in their categories this quarter. |
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Friday, 21 April 2006 |
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A simple, four-step process can help you create the type of business that draws customers in again and again. |
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Friday, 21 April 2006 |
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Overall performance among these carriers has improved over the last two years by a statistically significant amount and a greater percent of calls are now being handled entirely by automated systems. But there are notable inconsistencies among the four companies. |
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Thursday, 20 April 2006 |
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For the vocal, dissatisfied customers who reach out for support, customer service representatives may be able to "recover" a customer's good opinion by politely and empathetically apologizing for the problem, giving refunds or providing another quick fix. This is an expensive way to deliver quality service, and ultimately fails to address the much larger group of customers who don't bother to call with their problems. |
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Wednesday, 19 April 2006 |
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Everybody talks about good customer service. How can workers make it happen?
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Monday, 17 April 2006 |
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Today I witnessed a customer service miracle in action. It was then that right before my eyes a customer service miracle occurred. |
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Thursday, 13 April 2006 |
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