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A research project has found that younger consumers, aged between 27 and 43, are approximately 60% more likely than older consumers, aged over 44, to leave a company because of poor customer service. |
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Friday, 04 December 2009 |
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The hardest hit industries across all countries surveyed are financial services, cable and satellite TV providers, and a variety of telecommunications companies. The average value of each lost relationship across all countries surveyed is $243 per year. |
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Friday, 04 December 2009 |
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Within six months, Symantec's employees were earning 800 rewards a week, and employee engagement levels rose strongly during the program. |
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Thursday, 03 December 2009 |
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The primary lesson learned from this downturn is that you need to be able to communicate how valuable the center's role is in ensuring company health. |
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Thursday, 03 December 2009 |
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Some 85% of consumers around the world are willing to change the brands they buy or their consumption habits to make tomorrow’s world a better place. Over half (55%) would help a brand “promote” a product if there was a good cause behind it. |
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Thursday, 03 December 2009 |
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He goes further to say that customer relations, in general, cannot be improved or enabled by technology. Rather, good CRM is based on having good, well-trained people within a customer-driven corporate culture. |
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Wednesday, 02 December 2009 |
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Major food companies include telephone numbers on their packages for consumers to call when they have questions about a product. We called the customer-service numbers from four big food companies in the U.S. We asked questions about food safety, ingredients and cooking instructions for four selected products. |
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Thursday, 19 November 2009 |
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The study showed that companies with the strongest emphasis on learning and development for this key employee group improved employee performance by a 2-to-1 margin over all other organizations, and improved customer satisfaction by nearly 3-to-1. |
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Wednesday, 18 November 2009 |
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The first step to implementing proactive contact should be a thorough evaluation of inbound contact drivers and the root-causes of customer dissatisfaction, both of which are elements managed by the contact center today. |
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Wednesday, 18 November 2009 |
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The 2009 North America Airline Satisfaction Study finds that overall customer satisfaction with airlines has declined for a third consecutive year to a four-year low in 2009, even though on-time arrival rates have improved from 2008. |
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Wednesday, 18 November 2009 |
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