Customer service at U.S. airlines was the worst it has been in five years during the first quarter, according to a University of Michigan index that ranks customer satisfaction.
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Thursday, 18 May 2006 |
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Companies are taking a more strategic approach to their call centre operations and are no longer viewing them merely as a cost centre that services customers. Previously call centres focused heavily on cost reduction and head count, they are now looking more at service and efficiency |
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Thursday, 18 May 2006 |
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Much has been written and discussed about customer satisfaction over the years, essentially espousing the benefits of a business and its employees going out of their way to meet the customer’s needs and desires. There is no end to the stories of dedicated employees giving up personal time to accomplish this goal of hyper-satisfaction. |
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Thursday, 18 May 2006 |
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Utilities that want to improve their customer service can reach that goal by using a visualization technique recommended by Measure-X that involves an archery target and successfully hitting not just the bull's-eye but also the rings around it. |
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Wednesday, 17 May 2006 |
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After nudging upwards last quarter, the American Customer Satisfaction Index (ACSI) rose to 74.1 in the first quarter 2006, its largest jump since 2003. Both consumer spending and Gross Domestic Product had significant increases in the first quarter, and ACSI data predict that trend may continue to defy expectations despite a negative savings rate and, until recently, slow wage and salary growth. Customer satisfaction data show that rising satisfaction as measured by the ACSI is correlated with increased inclination to spend, even if consumers' ability to spend is uncertain. |
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Tuesday, 16 May 2006 |
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AOL said Tuesday it has done such a good job of helping its customers help themselves that it is cutting about 1,300 customer-service jobs and closing its Jacksonville, Fla., call center. |
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Monday, 15 May 2006 |
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Costing over US $50 million and expected to be completed by the end of 2008 in every territory where RBTT operates; this banking group has put an upgrade in customer service at the helm of its operations. |
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Monday, 15 May 2006 |
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The release of the Merchants Global Contact Centre Benchmarking Report by Dimension Data has uncovered that 75% of contact centres are incorporating customer satisfaction into their strategy, however 12% of the sample still does not know what their overall customer satisfaction score is . |
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Monday, 15 May 2006 |
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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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