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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
Processes Four Ways to Ensure Quality of Service Positively Affects Quality of Experience
Swift responses, knowledgeable agents, short waiting times and clear connections all contribute to a customer's quality of experience.
Tuesday, 12 January 2010
Culture Zappos Retails Its Culture
The online shoe seller is marketing its playful, customer-friendly model to other businesses. The goal behind these activities is to build more buzz around the Zappos brand and its extreme customer service.
Monday, 11 January 2010
Customers ACSI: Smoker Satisfaction Drops to All-Time Low. Beer Drinker Satisfaction Reaches All-Time High
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.
Tuesday, 29 December 2009
Customers Report: Retail Customer Service Stinks
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.
Wednesday, 23 December 2009
Customers 5 Tech Tips for Better Service
Today, the gap between customers' expectations and the service they actually receive is huge.  Customers expect personalized, consistent, accurate, and timely service.
Wednesday, 23 December 2009
Customers How Disney Works to Win Repeat Customers
To make sure each customer receives a positive experience, Disney has a strategy in place intended to woo "secondary guests;" those who exert influence on the purchasing decision, but aren't considered the core customer. The secondary guest can stand in the way of repeat business.
Wednesday, 23 December 2009
Customers Poor Customer Service Costs $338.5 Billion Per Year In Lost Business
The average value of each lost relationship across all countries surveyed is $243 per year. Losses were defined as transaction taken to a competitor (63% of the total) and transactions abandoned entirely (37% of the total).
Wednesday, 23 December 2009
Culture Reward Your Employees without Breaking the Bank
In fact, there is a high correlation between recognition and improved employee engagement, which in turn improves job performance and captures business value.  However, research also suggests that non-monetary recognition is just as valued and appreciated by employees.
Wednesday, 23 December 2009
People Seasonal casual workers can pay off in long term
Part-timers may only be with you a few weeks, but that's ample time to plant the seeds that can grow a casual worker into an outstanding, full-time employee. Here are some steps for making your casual workers feel welcome and keeping them motivated during and beyond the season ahead.
Wednesday, 23 December 2009
Customers Thanking your customers
The act of thanking customers is not only courteous, but it has also proven to be an effective method to strengthen customer relations and retain our customer base.
Wednesday, 23 December 2009


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