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In customer service, it’s the little things that matter most. A little eye contact here or a head nod there may seem insignificant, and largely are, but to a customer needing acknowledgment, these things are everything |
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Wednesday, 04 April 2007 |
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A survey of more than 600 U.S. consumers has found that the majority of consumers use the Internet as part of the shopping process even if they go to stores to purchase or pick up items. The data suggest that retailers and consumer goods companies need to focus on customer service and information available both from call centers and online or risk losing customers researching potential purchases. |
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Wednesday, 04 April 2007 |
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Price is still the most important factor when online comparison shopping, but discriminating consumers are giving more consideration to customer satisfaction feedback. In the past four years, the desire to know about other customers' experiences has more than doubled in importance as a top concern. |
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Tuesday, 03 April 2007 |
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Firms that engage their customers experience a significant competitive advantage, study finds. Companies have always tried to cultivate customer loyalty, but they can no longer do so just on the basis of quality or price. Instead, they must engage customers by establishing a deep connection that endures over time. |
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Monday, 02 April 2007 |
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Building a customer quote was a laborious process for Ed Burke (not his real name), a sales consultant for SMBs at a major computer manufacturer. To complete a quote he had to search Web sites, check a customer's online sales cart, review the customer's order history, and more. |
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Monday, 02 April 2007 |
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The late comedian George Burns once said: "The most important thing is sincerity. If you can fake that you've got it made." When it comes to caring for customers, too many businesses are trying to fake it, and their customers know it. |
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Monday, 02 April 2007 |
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The idea of saying no to a customer or client may seem unthinkable for a new small-business owner. Turn down business? Get rid of a big account? |
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Monday, 02 April 2007 |
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Wireless customers who call their provider and interact with an automated response system have markedly shoddier customer care experiences than those customers who are serviced by a live rep, according to the 2007 Wireless Customer Care Performance Study |
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Monday, 02 April 2007 |
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Here is some advice for the companies that are so out of touch with customers, leaving them in a post-purchase wasteland. |
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Monday, 02 April 2007 |
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Customer satisfaction is dead. Oh, there are a bunch of huge companies that haven’t figured it out yet. And there are a bunch of hotels and airlines that haven’t figured it out yet. And some (OK most) will never figure it out. |
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Friday, 30 March 2007 |
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