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Survey results also revealed consumers expect excellent service in return for brand loyalty, finding that 87% of people felt they had a right to a better contact center experience if they regularly spend money with a company or stay loyal to a brand. |
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Wednesday, 10 February 2010 |
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As many as 69% of all consumers in 2009 switched providers at least once in the preceding year due to poor customer service, with the highest level of defectors switching brands in the retail (31%) and banking (27%) sectors. |
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Wednesday, 10 February 2010 |
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One brand that hit the mark in that regard is Hyundai, which moved from the bottom third of the loyalty list to the very top this year thanks to its Assurance plan, which let consumers return their car if they lost their jobs. |
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Wednesday, 10 February 2010 |
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Satisfaction with government Web sites scored 75.2 on ACSI's 100-point scale for the fourth quarter of 2009, the highest score in the index's seven-year history and 1.5% higher than in the same quarter a year ago. |
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Wednesday, 10 February 2010 |
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The Toronto Transit Commission is trying to make amends for customer service that is not up to par and will be appointing some of its own customers to sit on a blue-ribbon panel that will review every aspect of how the agency conducts itself. |
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Wednesday, 10 February 2010 |
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If your organization isn't putting the customer's needs and desires first, it may be time to tear down your existing operations and start over. |
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Wednesday, 10 February 2010 |
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Researchers shop 100 retail web sites and score merchants on more than 100 metrics split into three categories: execution of key pages, merchandising and customer service tactics. |
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Wednesday, 10 February 2010 |
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It may seem that the golden age of customer service has gone out with 50’s poodle skirts. However, some may argue that the time we live in now has brought new and higher demands of customer experience. |
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Wednesday, 10 February 2010 |
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More than three-fourths (77%) of calls to customer service representatives are resolved on the first contact in 2010, compared with just 66% in the 2009 study. |
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Wednesday, 10 February 2010 |
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For companies caught between a weak economy and a technological revolution, the nature of service is evolving, becoming faster, friendlier and more fun, whether selling jackets, airline tickets or cars. |
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Wednesday, 10 February 2010 |
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