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Gaming businesses have learned that loyalty (the amount a customer spends and the duration of the customer's relationship with the company) and satisfaction (a customer's reaction to a specific event or interaction with the organization) depend on numerous experiential factors. Those factors can be managed. |
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Friday, 21 April 2006 |
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A simple, four-step process can help you create the type of business that draws customers in again and again. |
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Friday, 21 April 2006 |
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According to new research from Unisys Corporation, business and IT executives in large enterprises realize that the future depends on customer satisfaction. |
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Friday, 21 April 2006 |
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Overall performance among these carriers has improved over the last two years by a statistically significant amount and a greater percent of calls are now being handled entirely by automated systems. But there are notable inconsistencies among the four companies. |
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Thursday, 20 April 2006 |
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Better technology integration and closer attention to customer needs rank among the best-in-class behaviors of distributors. |
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Thursday, 20 April 2006 |
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For the vocal, dissatisfied customers who reach out for support, customer service representatives may be able to "recover" a customer's good opinion by politely and empathetically apologizing for the problem, giving refunds or providing another quick fix. This is an expensive way to deliver quality service, and ultimately fails to address the much larger group of customers who don't bother to call with their problems. |
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Wednesday, 19 April 2006 |
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Everybody talks about good customer service. How can workers make it happen?
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Monday, 17 April 2006 |
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But if you’re running a business, whether it’s a corner store or a multi-product multinational, we’d say there are three key indicators that really work: employee satisfaction, customer satisfaction and cash flow. |
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Monday, 17 April 2006 |
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With the convenience of e-commerce comes a trade-off: lack of personal customer service. Phone numbers sometimes are hard to find, if they are there at all. |
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Monday, 17 April 2006 |
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U.S. companies that are serious about Mexico must realize it will be in their best interest to migrate their higher-end Spanish-speaking customer service work to Mexico over the long term. |
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Friday, 14 April 2006 |
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