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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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Federal investigators posing as senior citizens found that Medicare's operators routinely failed to give callers accurate and complete information about the government's new drug benefit . |
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Monday, 15 May 2006 |
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Having a customer service policy in place is vital to small-business survival. It costs a company five times more to attract a customer than retain existing customers, and most customers leave because of small oversights and a lack of attention to simple needs. |
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Monday, 15 May 2006 |
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Forty percent of employees think it's no longer possible to be as loyal to a company as in the past, with the French - at 56 percent - expressing the highest such sentiment, a recent Synovate survey has found. One in four Russians and Ukrainians have changed jobs in the past year, almost twice as many as in the other countries surveyed.
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Monday, 15 May 2006 |
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