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Nearly half of the online shoppers surveyed as part of the study indicated that they prefer to find information about a retailer's products themselves before they make a purchase. Only 19% favored email and only 18% favored phone support. |
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Wednesday, 04 November 2009 |
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One of the biggest mistakes is thinking that measuring customer satisfaction is the goal. Though that is nice to know, what companies need to know is how well they perform in those activities that customers think are important. |
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Wednesday, 04 November 2009 |
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Attention CEOs: Now, more than ever you can't afford to let sloppiness, misinformation, or poor service cost you any more customers. |
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Wednesday, 04 November 2009 |
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Customers use Facebook, Twitter and other social media to tell their friends and followers what they think about all sorts of things, including the customer service a company provides - or fails to provide. |
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Wednesday, 04 November 2009 |
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Customer experience management (CEM) is the latest buzzword to buzz saw its way through the thicket of customer-focused acronyms. The term is newly important: In a recent survey we conducted of 200 professionals, 63% said that CEM was very important to their organizations in 2009, up from 47% in 2008. |
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Monday, 02 November 2009 |
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A new and very exciting customer service initiative being rolled out in the next few months is the Live Customer Help on Dubai Outlet Mall’s website. |
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Friday, 30 October 2009 |
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Customers, faced with a dizzying array of products and services, expect customized offerings and personalization from their suppliers across all channels whether e-mail, Web sites, SMS, social networks, traditional mail or call center interactions. |
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Tuesday, 20 October 2009 |
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Executives are flocking faster than ever to the NPS (Net Promoter Score), gravitating to the concept due to its simplicity and clarity. These executives fail to realize that they're not solving their core issue-they're simply replacing one problem with another. |
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Tuesday, 20 October 2009 |
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Be aware of how you treat customers in those final moments as they terminate their service. It can leave a powerful and memorable impression of your brand on them. |
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Monday, 19 October 2009 |
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The following items can help you decide whether it is time to say goodbye to the most challenging people you do business with. |
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Monday, 19 October 2009 |
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