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“In a time when many retailers are competing on price, customer service becomes an outstanding way to stand out in the eyes of the consumer,” said NRF Foundation Executive Director Kathy Mance. “These retailers have done a great job of distinguishing themselves from their competition.” |
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Monday, 24 January 2011 |
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Does anybody care anymore? In their frenzied, frantic, and relentless pursuit of new business, companies are leaving their existing customers behind, discarded like used tissues, to fend for themselves. |
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Tuesday, 04 January 2011 |
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What happens when companies go a step further - when customer phone service is not just offshore, but off the horizon? In other words, a customer rep will be with you ... um ... maybe never. |
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Tuesday, 04 January 2011 |
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Today’s customers want loyalty programs to be “about me”— individual, relevant, meaningful, etc. Personally relevant deals are the second most frequently chosen reason for spending more with a company. |
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Tuesday, 04 January 2011 |
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The blizzard that wreaked havoc on the East Coast exposed flaws in the major airlines' customer service abilities, with hundreds of slashed call center jobs affecting their ability to help stranded travelers. |
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Tuesday, 04 January 2011 |
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With the global contact center market responsible for about $2 billion in business, companies need their call centers to provide satisfactory customer service in order to retain customers and increase sales. But, that’s not always the case. |
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Tuesday, 04 January 2011 |
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Boosting attention towards customers actually leads to less labor and higher productivity even in the smallest of organizations. |
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Tuesday, 04 January 2011 |
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People don't behave or react exactly how you expect they will, but don't give up because of this unpredictability. Accept it as part of the challenge and frequently monitor what customers are experiencing. |
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Tuesday, 04 January 2011 |
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The survey, conducted last week by the Consumer Travel Alliance, found half of all travelers believed TSA offered the worst service, followed by airlines (29%), car rental companies (10%), hotels (5%), cruise lines (3%), online travel agencies and bricks-and-mortar agencies (roughly 1% each). |
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Tuesday, 04 January 2011 |
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It's going to be easier and less costly to return a Christmas gift you don't like: Many retailers are dropping restocking fees and return deadlines as a post-holiday present. |
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Tuesday, 04 January 2011 |
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