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Walker defines truly loyal customers as those who not only intend to continue relationships with them in the future, but also have positive attitudes toward their companies. Other loyalty categories, broken down by sector in this study, include accessible, trapped, and high-risk. |
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Tuesday, 06 September 2005 |
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The decision to make non-essential purchases has been known to be directly related to the level of customer service a shopper receives. The availability of a sales associate to answer a question, or to simply ring a sale, often makes the difference between buying and not buying for the consumer. |
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Tuesday, 06 September 2005 |
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Jackson Hole Air Traffic Control Tower and Airport received the 2005 Willie F. Card FAA Contract Tower Service Award. The tower is operated by Serco which has received the award at different locations each of the three years since its inception. |
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Tuesday, 06 September 2005 |
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Offering stock options has created a "positive impact" on offshore operations in the country. |
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Friday, 02 September 2005 |
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"In pretty much any other industry segment, you can say, Here is a company that is the best at something," says Serguei Netessine, Wharton professor of operations and information management. "But in retailing, there is no clear company to follow. There is no Toyota in retailing." |
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Friday, 02 September 2005 |
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I am bored at work! I AM a call center agent connected with a multinational company. I have been in this work for the past two years. I think I am bored with my work. All I do is handle customer queries and complaints all day or all night (depending on my shifting schedules). |
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Friday, 02 September 2005 |
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A Web diary of complaints by a PC-owner about customer service has yielded heavy traffic and some near-contrition from the maker. |
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Wednesday, 31 August 2005 |
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Diners at the pricey new Manhattan restaurant, Per Se, will pay an automatic 20% service charge and feed an escalating controversy about how travelers reward those who serve their meals, make their beds and carry their bags. |
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Tuesday, 30 August 2005 |
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It is time to rethink customer contact. It is not all rapid response anymore, just smart response. |
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Tuesday, 30 August 2005 |
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Companies that are dependent on a loyal customer base or companies whose customer inquires can get complicated must put more thinking into their decisions about whether to outsource their customer care. |
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Tuesday, 30 August 2005 |
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