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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 Automakers Losing 12% of New-Vehicle Sales, Due to Poor Customer Treatment
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.
Wednesday, 23 December 2009
People "Involve Your Employees," Says Google, CEB
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.
Wednesday, 23 December 2009
Culture How engaged is your team going into 2010?
“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.”
Wednesday, 23 December 2009
Customers Silent Majority Risk Worse Customer Service as Companies Monitor Twitter, Facebook
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.
Wednesday, 23 December 2009
Customers Airports Train Workers to be Nicer
Recognizing travelers' escalating ire with domestic flying, several airports are beefing up training for employees who interact with customers.
Wednesday, 23 December 2009
Customers Star Performers Impact Customer Satisfaction
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?
Friday, 04 December 2009
Customers Customer Gifts Shouldn't be Economic Casualties
Gifts selected with care convey to customers how important they are, and how much an owner will continue to value their relationship going forward.
Friday, 04 December 2009
Processes On the Prowl for New Ways to Cut Contact Center Costs
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.
Friday, 04 December 2009
Customers It Just Isn't Working? Some File for Customer Divorce
As a weak economy exerts financial pressure, firms shed their 'high-maintenance' or delinquent clients.
Friday, 04 December 2009
Customers Ring in the Holiday Sales
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.
Friday, 04 December 2009


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