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The “20 rules” of customer service that has guided Ritz-Carlton staffers “for more than two decades” are being replaced by “12 service values,” a less-rigid set of guidelines that the hotel chain hopes will refresh its relevance to today’s luxury travelers. |
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Tuesday, 27 June 2006 |
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The Internet provider certainly isn't alone in its zeal to keep customers, but now its persistence has been caught on tape. |
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Friday, 23 June 2006 |
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More time is spent in stressful work. We have less time for leisure. Standards are changing. Aging baby boomers want to enjoy work; they demand service. The ever-growing demand for more customer service focuses us on gaining the edge. Smart entrepreneurs treat customers more than right. And managers need to become "trainers" of customer service. |
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Wednesday, 21 June 2006 |
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Government Web sites hit an all-time high in the second quarter of 2006 on a four-year-old customer satisfaction index, after a slight drop in the previous quarter, measurements show. |
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Wednesday, 21 June 2006 |
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Customer care outsourcing is increasingly emerging as a viable option for companies, both large and small, to realize substantial cost savings as well as provide a better overall customer experience. Outsourcing offers an extremely cost-effective alternative to operating large and expensive in-house contact centers. |
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Wednesday, 21 June 2006 |
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Though it's long been thought that customer service by means of online text chat is too expensive and inefficient to deploy, it's starting to become a useful business tool, according to new research. |
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Wednesday, 21 June 2006 |
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Despite much talk of customer-focused companies, customers are often ignored when it comes to distribution. Senior managers of most of the companies involved in moving goods or services from suppliers to end users would agree. |
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Wednesday, 21 June 2006 |
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In how many places in your company does customer data exist? The average company has 10 or more systems that contain customer information, and the number can go as high as 50. |
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Wednesday, 21 June 2006 |
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Aligning with the market works when firms keep a tight focus on the customer's total experience. Firms must adjust the pace of reorganization to match anticipated obstacles, and they must continue realigning as the market changes -- even if that means moving the organizational structure somewhat away from a complete customer focus. |
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Wednesday, 21 June 2006 |
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Will 2006 be the year that mobile CRM finally takes off? So far, all signs point to an impending launch. |
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Wednesday, 21 June 2006 |
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