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The study finds that more than one in five shoppers who leave a dealership without purchasing a vehicle do so because they experienced poor treatment or dealer performance issues such as pricing games, sales pressure tactics or discourteous treatment. |
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Wednesday, 23 December 2009 |
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What's more, research shows that shifting an individual employee from low engagement to high engagement can increase discretionary effort level by 60%, improve employee performance by up to 20%, and significantly reduce recruitment costs. |
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Wednesday, 23 December 2009 |
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“Let’s be very clear - employees will never deliver a consistently great customer experience unless they are having the same, so putting your people first must be a priority. From here you can improve employee engagement and create the magic customers are looking for at the front counter.” |
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Wednesday, 23 December 2009 |
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Consumers who complain by letter or phone risk getting worse service as companies protect their image by concentrating on higher-profile online gripes, a watchdog warns. Recent research found that a negative review or comment by a frustrated customer on the Twitter, Facebook or YouTube web sites can lose companies as many as 30 other customers. |
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Wednesday, 23 December 2009 |
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Recognizing travelers' escalating ire with domestic flying, several airports are beefing up training for employees who interact with customers. |
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Wednesday, 23 December 2009 |
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In the call center “star performers” impact customer satisfaction by bringing a high level of Intelligence Quotient (IQ) and Emotional Quotient (EQ) to each and every call. Some behavioral scientists believe that EQ is just as important as IQ; yet, many call centers do not assess EQ, why? |
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Friday, 04 December 2009 |
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Gifts selected with care convey to customers how important they are, and how much an owner will continue to value their relationship going forward. |
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Friday, 04 December 2009 |
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Major changes are in the wind for the contact center industry. Although it has continued to see growth through the recession, there's an intense drive toward cost-cutting. |
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Friday, 04 December 2009 |
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As a weak economy exerts financial pressure, firms shed their 'high-maintenance' or delinquent clients. |
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Friday, 04 December 2009 |
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It's not too late to make this year's holiday shopping experience easier for your customers and more profitable for your business. By deploying a live-voice help service like click-to-call, you can sniff out problems before carts are abandoned and bring a live voice directly to shoppers while they're still on your site. |
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Friday, 04 December 2009 |
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