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Some 55% of consumers became customers of a company based on its reputation for great customer service and 40% of consumers have switched to a competitive brand simply because of its reputation for exceptional service. |
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Thursday, 11 November 2010 |
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After forcing callers into automated customer-service lines, some companies are trying to sweeten the experience - by making the recorded voices less annoying. |
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Thursday, 11 November 2010 |
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When Marvin Ellison was promoted to executive vp for U.S. stores at Home Depot in late 2008, the do-it-yourself retailer was suffering from poor customer service, which likely played a part in slumping sales. Under Ellison's leadership, the chain's internal customer-satisfaction scores have risen some 30%. |
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Thursday, 11 November 2010 |
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Some 59% of banks reported decreased customer loyalty, while 63% say their customers are more price-sensitive and are "shopping around" more often. They are more confident when they make financial decisions themselves and are skeptical of bank brands, moving away from banks that give poor service. |
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Thursday, 11 November 2010 |
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A live agent is about $7.50 per call. To outsource to a foreign country is about $2.35 a call. To use one of those voice response systems, the “press one for this, the press two for that,” it's about 35 cents a call. A lot of companies saved a whole lot of money, and everybody was happy - except the customer. |
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Thursday, 11 November 2010 |
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To ensure the experience your customers have with your business is the best it can be start by defining an ideal customer experience. |
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Thursday, 11 November 2010 |
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When it comes to increasing company productivity, supervisors should be inviting new employees to join the staff softball team instead of simply handing them a policy and procedures manual, according to new research. |
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Thursday, 11 November 2010 |
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But despite how important customer loyalty is, there are a lot of myths about it floating around, and a lot of investment made with the goal of increasing customer loyalty is wasted because of them. Here are five harsh truths about customer loyalty that every business should keep in mind. |
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Thursday, 11 November 2010 |
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While going social in customer service makes sense for many businesses, it might pay to be "antisocial" first, meaning a deliberate approach to social media customer service will maximize the odds of success. Here are five "antisocial" steps businesses need to take before making the social plunge, in order to avoid such missteps and the resultant damage to their brands: |
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Thursday, 11 November 2010 |
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He looks for people who have a passion for something: art, music, surfing – just something. He wants employees who will stick around longer than three or four months. He trains his workers, and expects them to buy into the simple philosophy that he would like to run the best coffee shops in the city. |
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Thursday, 11 November 2010 |
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