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Achieving the highest quality customer service is an exercise in vigilance. Having the best people, cutting-edge technology and time-tested protocols is certainly helpful. True excellence, however, is not simply a one-time event. It requires a continuous process. |
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Wednesday, 06 September 2006 |
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Although Nordstrom is famous for high-end apparel and shoes, its exceptional attention to customer service has set it apart from and ahead of the competition. |
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Wednesday, 06 September 2006 |
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Firms must ditch the concept that customer complaints arise from superficial or surface reasons such as having to converse with someone with an accent. |
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Wednesday, 06 September 2006 |
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Employee incentives or bonuses can be good managerial tools, but if they’re not used in a way that will encourage employees to do their best – in return bettering the business – they can be ineffective. |
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Wednesday, 06 September 2006 |
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When we talk about the customer experience, we aren't trying to replicate Disneyland -- though those folks have done a great job of understanding the customer to the point that they've turned CRM on its ear, preferring to call it "CMR," for the "customer managed experience." |
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Wednesday, 06 September 2006 |
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A very large company formed a task force to identify the value gained from the obscene amounts of money it spent on customer information, marketing analytics and reporting. No marketing representative was on the task force. |
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Wednesday, 06 September 2006 |
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How three companies engineered customer service overhauls to keep clients happy— and crank up growth. |
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Tuesday, 05 September 2006 |
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Employees won't become engaged with service quality just because you wish them to. It takes time and effort to nurture an environment where engagement can take root and grow. |
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Tuesday, 05 September 2006 |
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Customer-service conversations provide marketing insight. |
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Tuesday, 05 September 2006 |
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It's important to look at the overall lifecycle of a customer, from acquisition to development, to servicing, to retention. Understanding what the customer is going through at each stage brings added context to each interaction. |
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Tuesday, 05 September 2006 |
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