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How do you rejigger an $8 billion company to catch up to rising customer-experience expectations that have passed it by? |
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Monday, 19 October 2009 |
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Negative reviews,whether they're merited or not, can turn away potential customers and vendors, and reflect badly on your company's brand. |
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Friday, 16 October 2009 |
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In a world where any customer can, in seconds, tweet or post to Facebook a pithy product review or share an experience they had with a brand, companies are forced to entirely rethink how they interact with their customers. |
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Friday, 16 October 2009 |
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Organizations that share employee feedback broadly have the widest understanding of customer needs, which helps those businesses build long-term customer loyalty. |
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Friday, 16 October 2009 |
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Asking a customer questions that suggest that companies don't know who the customers are, what they buy, and when they've called creates an impression of distance and makes it seem like the organization doesn't value them. |
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Thursday, 15 October 2009 |
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Companies want to keep angry and uncertain customers, but often don't know how, or are perhaps afraid that improving the customer experience will be too costly. |
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Thursday, 08 October 2009 |
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The study finds that making improvements in overall satisfaction may have a strong positive impact on renewal and recommendation rates. For example, improving overall satisfaction from an average of 750 to 800 may result in a 10- to 15-percentage-point increase in the proportion of customers who say they "definitely will" renew their policies. |
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Thursday, 08 October 2009 |
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The disconnect comes when companies choose a method of listening to their customers that doesn’t accurately reflect their stated intent. |
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Wednesday, 07 October 2009 |
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When you examine where your revenue is coming from, you may discover that one or two customers are responsible for a disproportionate percentage of your sales. |
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Tuesday, 06 October 2009 |
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Reports of mishandled baggage, including lost or damaged luggage, dropped to 3.89 claims per 1,000 passengers in the busy vacation month of July from 4.87 a year earlier, according to the bureau. |
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Tuesday, 06 October 2009 |
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