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In its January issue, Consumer Reports magazine reported that in a survey of 50,000 cell-phone users, only 47% were completely satisfied or very satisfied with their service. The magazine calls that "a low showing for any type of service" in the U.S. |
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Wednesday, 15 February 2006 |
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Tourism officials in Cayman are planning to develop a national standard of customer service over the next three to five years that they want to be the best in the world. |
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Wednesday, 15 February 2006 |
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The state of customer service today is not good, be it over the phone or self service. Because 92% of people feel their call experience is important in shaping the image of a company, this reinforces the importance of branding the image of your companies. |
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Monday, 13 February 2006 |
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Study after study has shown that being "customer focused" is the most important component of customer satisfaction; however these same studies show how woeful actual performance is in this area. |
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Friday, 10 February 2006 |
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Try a customer-satisfaction incentive program. Here is an outline that has worked for several companies. Modify it, change it, make it yours. |
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Friday, 10 February 2006 |
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Some mystery shoppers recently went undercover to discover the treatment customers get when they need help. Mystery shoppers are hired by storeowners to report on how well their staffs treat customers. |
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Friday, 10 February 2006 |
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Last week I discussed three things that have sent customer service to new lows: expectations, the Internet and price. The convergence of these influences has produced a retail experience of customer self-service that has all but replaced customer service. |
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Wednesday, 08 February 2006 |
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After several years in decline, merger and acquisition (M&A) activity has been booming. Companies naturally expect these deals to result in significant benefits, from the growth of market share to new economies of scale. But these companies run the risk of falling short in their efforts if they fail to keep a close eye on a key factor - the customer. |
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Monday, 06 February 2006 |
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The Finnish telecom group Finnet has given up its plan to outsource customer service operations, but the company will outsource invoicing. It turned out, that outsourcing of customer service would not bring cost savings. |
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Monday, 06 February 2006 |
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Companies will focus mainly on offering their employees added flexibility, more incentives based on performance, and earlier bonuses and salary increases this coming year. These trends will aim to bolster employee retention, as a strengthening economy will have more employees looking for new jobs in 2006. |
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Friday, 03 February 2006 |
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