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The study finds that making improvements in overall satisfaction may have a strong positive impact on renewal and recommendation rates. For example, improving overall satisfaction from an average of 750 to 800 may result in a 10- to 15-percentage-point increase in the proportion of customers who say they "definitely will" renew their policies. |
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Thursday, 08 October 2009 |
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The disconnect comes when companies choose a method of listening to their customers that doesn’t accurately reflect their stated intent. |
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Wednesday, 07 October 2009 |
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When you examine where your revenue is coming from, you may discover that one or two customers are responsible for a disproportionate percentage of your sales. |
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Tuesday, 06 October 2009 |
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Reports of mishandled baggage, including lost or damaged luggage, dropped to 3.89 claims per 1,000 passengers in the busy vacation month of July from 4.87 a year earlier, according to the bureau. |
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Tuesday, 06 October 2009 |
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Children as young as 13 were manning phone banks for a company that does market research and political surveys from call centers in seven states, federal investigators said. |
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Tuesday, 06 October 2009 |
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It takes more than a good product or service to ensure a successful customer retention program and foster healthy long-term customer relationships. |
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Monday, 05 October 2009 |
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More efficient scheduling is going to produce tangible and measurable benefits in other call handling metrics besides labor - you'll have shorter ASA times, lower call abandonment, the need for fewer lines and fewer callbacks, shorter connect times, and so on. |
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Monday, 05 October 2009 |
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With their heightened expectations, expanded choices and lowered tolerance for inconvenience, consumers are less loyal as lower exit barriers threaten to increase customer attrition. |
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Friday, 02 October 2009 |
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Seven out of 10 people are prepared to pay more for a product or service if it means receiving better customer service, according to the 2009 National Customer Satisfaction Survey. |
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Thursday, 01 October 2009 |
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The best way to “wow” your customers is to take care of the people who take care of your customers. Businesses have to care about their people both internally and externally. |
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Tuesday, 22 September 2009 |
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