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The decision to make non-essential purchases has been known to be directly related to the level of customer service a shopper receives. The availability of a sales associate to answer a question, or to simply ring a sale, often makes the difference between buying and not buying for the consumer. |
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Tuesday, 06 September 2005 |
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"In pretty much any other industry segment, you can say, Here is a company that is the best at something," says Serguei Netessine, Wharton professor of operations and information management. "But in retailing, there is no clear company to follow. There is no Toyota in retailing." |
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Friday, 02 September 2005 |
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A Web diary of complaints by a PC-owner about customer service has yielded heavy traffic and some near-contrition from the maker. |
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Wednesday, 31 August 2005 |
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It is time to rethink customer contact. It is not all rapid response anymore, just smart response. |
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Tuesday, 30 August 2005 |
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At Northwest Airlines, labor strife and the specter of Chapter 11 bankruptcy turn out to be great for customer service. |
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Wednesday, 24 August 2005 |
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There often is conflict between businesses wanting to attract new customers versus serving the customers they already have. It is typical for companies to measure projected growth by the number of new customers needed to generate a certain amount of gross revenue. |
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Wednesday, 24 August 2005 |
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A survey of U.S. vehicle owners released Tuesday indicates that while employee discounts this summer may give automakers short-term sales gains, improving quality is more important in the long run. |
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Wednesday, 24 August 2005 |
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BAD service is hurting the $73 billion-a-year tourist industry in Australia as Japanese and Chinese visitors shun the Gold Coast and Cairns. Federal Tourism Minister Ian Macfarlane yesterday warned tourism operators they needed to lift their game. |
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Wednesday, 24 August 2005 |
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"You have to be able to identify which customers are at risk, why they are at risk, and what you are going to do about it." |
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Thursday, 18 August 2005 |
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Although Botswana is ranked one of the best tourism destinations in the world, the customer care service component in the industry still leaves much to be desired. |
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Thursday, 18 August 2005 |
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