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The American Customer Satisfaction Index (ACSI) advances for the third consecutive quarter, led by Target, Kohl’s, Amazon, J.C. Penney, and Costco. The Index is up 0.4% over the previous quarter to an aggregate score of 73.5. However, it remains slightly below the score for the final quarter of 2004, which was 73.6. |
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Thursday, 23 March 2006 |
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Ours is a service company. We've been preparing to go for the Baldrige Quality Award. For the past three years we've had an annual customer satisfaction survey as part of the requirements for the award. We also put in place last year a customer loyalty program. At our last board meeting, a new director asked about the relationship between the two. |
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Thursday, 23 March 2006 |
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A recent report finds that key customer-facing technologies such as voice recognition (VR), interactive voice response (IVR), call routing and customer information management can significantly lower a company’s operational expenses and improve customer satisfaction levels. For example, automating customer transactions drops the cost to $2 from $10 when handled by a live agent, and it won’t scare customers off. |
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Thursday, 23 March 2006 |
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Addressing allegations of misleading advertising practices and poor customer service, Attorney General Tom Reilly has entered into a $1 million agreement with Comcast Cable Communications Holdings, Inc. that requires the company to change its advertising for cable television, Internet, and telephone services, and improve its customer service practices. |
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Thursday, 23 March 2006 |
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"Customer service is NOT dead in Pinellas County!" wrote Anna Dobbs of Pinellas Park in response to our request for readers' stories of good customer service. Judging from the overwhelming response we received, Dobbs isn't the only reader who feels that way. |
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Thursday, 23 March 2006 |
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State consumer advocates want Piedmont Natural Gas to speed plans to answer more calls faster and to undergo an audit after a winter filled with complaints about busy signals, half-hour hold times and record bills. |
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Wednesday, 22 March 2006 |
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Only seven months after first announcing its newest customer service center would be built and staffed in Chattanooga, T-Mobile USA, Inc. on Thursday took the first customer service call at the company’s new, state-of-the-art facility. |
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Wednesday, 22 March 2006 |
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Avon said it will lay off 600 customer service workers nationwide, 50 in Delaware. The cuts are not expected to affect Avon's face-to-face business model. |
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Thursday, 16 March 2006 |
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Businesses facing competition in Fiji are realising the importance of customer service, says a business management educator. Meriam Attalla said companies were beginning to realise that customer service was an essential part of running businesses. "There has been a huge improvement in companies that are facing competition," Ms Attalla said. |
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Tuesday, 14 March 2006 |
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Drawn by favorable climate, high-end communications infrastructure and especially the abundance of bilingual workers, CitiBank joined a trend by announcing it will add another 400 positions to its 1,200-employee Tucson call center handling the company’s commercial banking operations. |
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Friday, 10 March 2006 |
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