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If you're looking for a great viral marketing idea, perhaps you need look no further than the humble, under-funded customer service department. |
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Monday, 15 May 2006 |
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The program starts with a 'customer immersion' phase, involving researchers spending time with electrical shoppers at home and then accompanying them on visits to Currys and its competitors. Dubbed 'Shopping Safaris' this phase aims to give deep insight into customers needs and expectations. |
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Monday, 15 May 2006 |
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Federal investigators posing as senior citizens found that Medicare's operators routinely failed to give callers accurate and complete information about the government's new drug benefit . |
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Monday, 15 May 2006 |
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Having a customer service policy in place is vital to small-business survival. It costs a company five times more to attract a customer than retain existing customers, and most customers leave because of small oversights and a lack of attention to simple needs. |
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Monday, 15 May 2006 |
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Forty percent of employees think it's no longer possible to be as loyal to a company as in the past, with the French - at 56 percent - expressing the highest such sentiment, a recent Synovate survey has found. One in four Russians and Ukrainians have changed jobs in the past year, almost twice as many as in the other countries surveyed.
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Monday, 15 May 2006 |
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Merchants reveals shocking figures on the poor treatment of UK call centre agents by consumers, which could be a key factor behind the high levels of staff absenteeism and customer service agent churn. |
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Monday, 15 May 2006 |
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Several factors have converged to make home-based work the emerging model for specialized customer care: Advanced technology, streamlined business processes, and a new generation of corporate managers who embrace "virtual servicing" as a results-oriented and efficient strategy. |
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Friday, 12 May 2006 |
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A new Luxury Customer Experience Index survey (LCEI), from the New York-based Luxury Institute, finds Sotheby's International Realty overwhelmingly earned top honors as the real estate brokerage brand that delivers "the best customer experience" as rated and ranked by their own high net worth clients. Sotheby's earned a score of 73; GMAC Real Estate and RE/MAX scored 68.4 |
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Friday, 12 May 2006 |
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The World Outbound Dialing Market, while highly saturated, is alive and well. The most visible change in the market is the greater sophistication in the way outbound dialing is being used to meet retention, acquisition, and loyalty strategies in the contact center. |
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Thursday, 11 May 2006 |
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If you want to identify one of the most powerful tools for assuring long-term customer satisfaction, you'll find it in your database. It's capable of driving the most efficient and effective investment of marketing resources. Unfortunately, the database often is used for short-term objectives. |
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Thursday, 04 May 2006 |
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