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For one, companies need to better integrate the customer experience across channels. Don't give us the ability to buy something online and then make it difficult for us to exchange or otherwise revise it in the real world. Make sure we can get the same deals in virtual and physical stores. |
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Tuesday, 12 January 2010 |
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Announcements can be used most efficiently at both ends of the phone line - by service providers and customers alike. Their theoretical research shows that strategic use of wait messages can ultimately improve firm profits and utility to customers. |
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Tuesday, 12 January 2010 |
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My research shows that consumers care more about good customer service than they do low prices. It also turns out that many customer service interactions are critical "moments of truth" that drive customer loyalty. |
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Tuesday, 12 January 2010 |
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New research finds consumers are willing to pay a premium for goods and services if companies deliver quality experiences. |
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Tuesday, 12 January 2010 |
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Looks like the state employees and Governor Perdue of Georgia have made a big difference in customer service. This story isn't getting out, and it should, it's really impressive. I'll try to tell their story. |
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Tuesday, 12 January 2010 |
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But the question needs to be asked – why would banks play games with customer service, especially when study after study reveals it to be a big priority for banking customers? |
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Tuesday, 12 January 2010 |
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The IRS said it has been inundated with an unprecedented number of calls the past two years from taxpayers with questions about temporary tax breaks passed by Congress to help revive the economy - a phenomenon that is expected to continue this year. |
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Tuesday, 12 January 2010 |
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The Seattle-based e-commerce giant scored the highest in a customer satisfaction report from ForeSee, which polls 10,000 visitors to the top 40 U.S. retail sites by revenue each November and December. |
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Tuesday, 12 January 2010 |
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Customer satisfaction with manufacturers of sweets is at an all-time high of 86. A new tax increase on cigarettes, from 39 cents a pack to $1.01, has led to a sharp downturn in customer satisfaction, falling 7.7% to 72, an all-time low. Beer drinker satisfaction is at an all-time high, rising 1.2% to 84. |
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Tuesday, 29 December 2009 |
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The Retail Service Quality Index pegs service at only 48.2 out of 100. The results showed that in more than a quarter of interactions measured, employees failed to see a service opportunity that was at hand, or ignored the customer at the time of expected interaction. |
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Wednesday, 23 December 2009 |
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