Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
USAA, Trader Joe’s and Netflix receive top customer service marks; financial institution rankings drop as discounters’ and supermarkets’ rankings rise during year of economic crisis.
Customers want to be heard. They are desperate for your attention. They want you to understand them and in some cases know them better than they know themselves.
Nearly half of the respondents saw the main value of 'Customer Care' as being a way to generate revenue, and many are ready to go beyond traditional customer relationship management.
Watch this interview as Roger Nunley, Managing Director of the Customer Care Institute, discusses the benefits of building strong relationships with your customers.
An internal Comcast memo seems to indicate to their customer service reps that when a customer complains, acknowledge the problem and then try to fix it. While the memo-which first surfaced on The Consumerist website-contains tips that an efficient customer service operation might adapt, it might not fit so snugly with Comcast’s operational realities.
The simple fact is this: Reducing customer service is the last thing companies should do in a recession, given that it is a buyer's market. Customers are receiving multiple offers from aggressive competitors and switching suppliers at the first sign of poor service.
The trend that customers want to be embraced on their own terms is continuing without abatement. In order to support that trend, the study spells out the most-pressing customer service–related functionality vendors should offer.
