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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CUSTOMER CARE NEWS
Customers Fewer Consumers Switch Service Providers Despite Decreasing Satisfaction
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.
Friday, 18 March 2011
Customers Is Customer Service Worth Paying for?
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.
Friday, 18 March 2011
Customers Few Consumers Share Experiences via Social Media
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.
Friday, 18 March 2011
Customers Customer Service Best Practices to Remember
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.
Friday, 18 March 2011
Customers What Watson Means for the Future of Customer Service
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.
Friday, 18 March 2011
Customers iPad 2 Launch Angers Customers, Reveals Holes In Apple Customer Service?
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."
Friday, 18 March 2011
Customers Gartner Says the Use of Social CRM for Customer Service Will Grow Rapidly
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.
Friday, 18 March 2011
Customers Employee vs. Customer Satisfaction
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.
Monday, 14 March 2011
Customers 7 Truths Common to all Customer Experiences
"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."
Monday, 14 March 2011
Customers Handling Customer Complaints
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.
Monday, 14 March 2011


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