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The world is currently witnessing a “loyalty craze”. More than 75 percent of consumers now have at least one loyalty card, and the number of people with two or more is estimated to be one-third of the shoppers. |
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Tuesday, 01 August 2006 |
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Today, industries such as banking are becoming commoditized. Customers have little brand loyalty and shop by price, typically on the web. But like me, customers are also searching for a good service experience and oftentimes will pay a premium to be assured of such service. |
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Tuesday, 01 August 2006 |
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SHRM report shows retention concern continues, while noncash reward use rising. |
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Tuesday, 01 August 2006 |
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Within the Indian outsourcing industry, the unfolding data-fraud saga has been observed with a mixture of alarm and frustration: Alarm because such security breaches are extremely damaging to the industry's reputation, and frustration because of a widely-held belief that these incidents grab far more attention when they happen in India than they might elsewhere. |
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Monday, 31 July 2006 |
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This is an election year in the United States, and the outsourcing of jobs is proving politically contentious. The case against outsourcing policy has a lot of populist appeal. |
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Monday, 31 July 2006 |
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Wireless phone customers who have problems or issues with their service are more likely to contact their current provider than they have been in the past in order to resolve the inquiry, according to a J.D. Power report. |
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Monday, 31 July 2006 |
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It's not all about freebies; companies pay for unbiased look at customer service. |
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Monday, 31 July 2006 |
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Many organizations are turning to outsourcing in the expectation that they will make considerable cost savings, reach higher levels of quality and achieve better service levels. |
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Monday, 31 July 2006 |
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Americans, it seems, hate calling a help desk or customer service number to find an Indian on the line. Well, guess what, America? India doesn't particularly want to talk to you, either. Overseas outsourcing shops are moving fast into higher-paying businesses. |
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Friday, 28 July 2006 |
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While companies have been trying to maximize the opportunities presented by contact center customer service reps up-selling or cross-selling to customers, business leaders face the dilemma of how to emphasize sales without compromising service and customer satisfaction. |
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Friday, 28 July 2006 |
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