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There’s an opportunity for small businesses to outshine their bigger competitors on social media-based customer service because they can be nimble enough to respond to questions and concerns in a way that’s personal, timely, and directly helpful. Some ideas to help you make the most of your resources include: |
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Tuesday, 02 November 2010 |
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A prevalent feedback technique is known as the "sandwich" approach. With this method, the manager first states what the employee has done correctly. It is followed with what the employee has done incorrectly (and what must be changed). Then the feedback is completed with positive comments about the employee's performance. |
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Tuesday, 02 November 2010 |
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During the second call, White allegedly became irate because he felt he deserved better customer service and told the manager he was going to come to the store with a gun, police said. |
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Tuesday, 02 November 2010 |
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Studies have proved that “soft” benefits, such as employee incentive programs, are directly responsible for driving increased efficiencies and productivity among employees. |
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Wednesday, 20 October 2010 |
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How much do consumers really pay for services or deliveries? How frustrated are they with long wait windows and poor customer service? How does this make people feel about the company or brand, and what actions do they take on that basis? How much time and money is lost to both parties as a result? The survey results can be found here. |
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Wednesday, 20 October 2010 |
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The reality is customer service has been on the slide for many years, and it got worse during the global financial crisis as businesses cut costs. It’s also deteriorating with the growth of online services. |
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Wednesday, 20 October 2010 |
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Overall customer satisfaction with homeowners insurance companies has declined to the lowest level in five years, primarily due to considerable decreases in satisfaction with policy offerings and service interactions. |
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Wednesday, 20 October 2010 |
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Satisfied customers are certainly better than disgruntled customers, but, building a loyal relationship is a must for long-term success. The key difference between loyalty and satisfaction is that customer satisfaction scores fail to predict how customers will actually behave relative to future purchases of your product or service. |
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Wednesday, 20 October 2010 |
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In contrast with trying to make customer experience a strategic initiative, the starting point for any tactical initiative is a 100% focus on customers - understanding the truth about today, the current experience as customers perceive it.
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Wednesday, 20 October 2010 |
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When Mr. Derringer called GM, he had an exasperating conversation with a company phone operator. Derringer decided that he needed to speak with someone in person. |
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Wednesday, 20 October 2010 |
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