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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 Young People More Fussy Than Their Parents About Poor Customer Care
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.
Friday, 04 December 2009
Customers Survey: Poor Customer Service Costs $338.5 Billion Per Year In Lost Business
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.
Friday, 04 December 2009
Culture Art and Science of Motivating Employees
Within six months, Symantec's employees were earning 800 rewards a week, and employee engagement levels rose strongly during the program.
Thursday, 03 December 2009
Culture Post-Meltdown Lessons Learned for Call Centers
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.
Thursday, 03 December 2009
Customers Consumers Looking To Partner With Brands For Social Change
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.
Thursday, 03 December 2009
Customers Do Companies Have Too Much CRM and Not Enough Common Sense?
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.
Wednesday, 02 December 2009
Customers Cranky Consumer - Getting the Facts About Your Food
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.
Thursday, 19 November 2009
Culture Study: Management Training Improves Customer Satisfaction
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.
Wednesday, 18 November 2009
Customers Proactive Contact Is The New Customer Service Imperative
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.
Wednesday, 18 November 2009
Customers 2009 North America Airline Satisfaction Study
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.
Wednesday, 18 November 2009


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