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For the first time in six years, the number of consumers who switched service providers as a result of poor customer service declined in 2010. This occurred even as consumers continue to expect more from customer service and their satisfaction with customer service has been decreasing. |
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Friday, 18 March 2011 |
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In an effort to both make a buck and fix the public-relations nightmare that has become customer service, cable companies, airlines, gadget makers and other firms are now charging for better customer service. |
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Friday, 18 March 2011 |
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The study determined that very few customers actually send feedback to companies (one-third), and that only one-fifth of consumers surveyed expressed a positive experience to a company. |
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Friday, 18 March 2011 |
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What’s odd is that great customer service continues to be the exception, no matter how many books are written on the topic or how many customer satisfaction surveys tell us about what people want and need. Especially when it comes to customer service, nothing can replace having a personal interaction, even if just by phone, with someone. It makes them feel special. |
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Friday, 18 March 2011 |
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Watson, named after IBM's founder Thomas J. Watson, could even make our everyday lives easier. For example, it could eliminate the frustrating automated customer service experiences that have plagued the world for decades, wasting countless hours, fraying nerves, even damaging customer loyalty. |
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Friday, 18 March 2011 |
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It's not a stretch to assume that Apple purposely avoided shipping enough units to retailers, because "enough" is hard to gauge. "Enough" could have easily become "too many," and then the headlines would read, "iPad 2 Fails To Sell Out." Whereas now the headlines read, "iPad 2 Sold Out." |
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Friday, 18 March 2011 |
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As awareness and use of social networks increases, customer service executives and planners are feeling increasing pressure from corporate executives to articulate a strategy for how this new communication channel will be harnessed so that they don't get left behind. |
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Friday, 18 March 2011 |
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For example, Sears Roebuck & Co showed that a 5-point improvement in employee satisfaction generated a 1.3 rise in customer satisfaction, which generated a 0.5 increase in revenues. |
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Monday, 14 March 2011 |
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"I’ve pulled them all together here because acting with these truths in mind will result in better experiences for your customers, and better performance for your organization." |
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Monday, 14 March 2011 |
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Whether it’s “The Old Luskey Philosophy,” “The “Fish Philosophy,” or the “Treat Customers as Guests Philosophy,” every business needs a method for dealing with customer complaints. |
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Monday, 14 March 2011 |
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