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The advice comes from CEO Brian Moynihan in a letter sent to the bank’s 270,000 employees around the world. |
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Wednesday, 27 February 2013 |
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Customer service metrics are MUCH more than a number, they’re the key to tell your people where they’ve been, where they are, and where they can go in their quest to deliver an exceptional customer service experience. |
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Wednesday, 27 February 2013 |
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Global companies seeking ways to provide a differentiated customer experience should focus on the power of emotion. |
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Wednesday, 27 February 2013 |
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In light of the success of companies like Amazon and Zappos—which score highly in customer satisfaction ratings—perhaps we are reaching the point when executives are willing to put more time, effort, and yes, money, into actually making customers happier. |
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Wednesday, 27 February 2013 |
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Here are the 10 most important commitments you and your staff should make to your customers, and to yourselves, for 2013: |
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Wednesday, 27 February 2013 |
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Focusing on employee engagement and training, enabling agents to toggle between a phone calls, chat session, email, social media and SMS messaging. This also means proper reporting and application of customer-focused metrics. |
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Wednesday, 27 February 2013 |
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Things can get a bit trickier if your customer service rep is also your CEO — and if he or she is attempting remedy the problem in a very public way. |
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Thursday, 17 January 2013 |
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The following list of customer service trends will help shape your support strategy in the coming year and beyond. |
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Thursday, 17 January 2013 |
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Business operations must be reimagined, giving the consumer more control over where, when and how they engage with an organization. Customized self-service becomes the model that users demand and organizations must adapt to. |
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Thursday, 17 January 2013 |
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The degree to which your customers trust you directly impacts the bottom line. Trust requires constant vigilance and dedication, and it’s all too easy to get thrown off course. |
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Thursday, 17 January 2013 |
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