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A truly customer-driven service platform allows a company to place a dollar value on customer satisfaction, enabling management to tie financial results to customer satisfaction and employee performance. |
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Wednesday, 05 December 2007 |
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Well, that may be a little strong, but according to an upcoming report, about 62% of Americans say companies "don't care much" about their needs. That's a big increase from 52% in 2004, says Lexi Hutto, senior consultant for Yankelovich in Chapel Hill, N.C. And 67% say marketers care more about selling existing products than really helping the customer, an increase from 58% in 2004. |
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Tuesday, 04 December 2007 |
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While there are many excellent e-commerce sites around, many online retailers are still making some schoolboy errors on their websites which can have a negative effect on sales and customer satisfaction levels. |
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Tuesday, 04 December 2007 |
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Nearly three quarters of customer service organizations have begun adopting strategies to optimize the value of every customer interaction, but less than twenty five percent have fully implemented them in key areas, according to a new survey of customer service organizations. |
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Monday, 26 November 2007 |
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The rise of digital social media such as blogs, MySpace and Facebook means consumers are talking about brands and the quality of their services more than ever, and also are reaching more people with their opinions. |
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Monday, 26 November 2007 |
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According to a recent survey, 80 percent of consumers will never to go back to a company after a negative experience. On a positive note, outstanding service is the number one reason customers continue to do business with a company or recommend it to others. These facts highlight the value of delivering an exceptional customer experience. |
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Wednesday, 21 November 2007 |
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Do you have a customer complaints procedure? Many businesses do. A complaint comes in and the official procedure kicks in. Meetings, audits, reports to senior managers, non compliance reports, internal investigations, reviews, debriefs, corrective actions, key performance indicators updated. It's all important stuff, and I'd never criticise a business for doing it. |
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Tuesday, 20 November 2007 |
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It's a good thing for airlines that so many consumers get cable TV. That means airline executives can still find one industry that ranks below theirs on the American Customer Satisfaction Index — at least until next spring's survey, the first to be done since this year's summer of our discontent. It's also a good thing that elected officials are feeling the heat and — one would hope — the economic need to improve air transportation. |
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Monday, 19 November 2007 |
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I popped into a donut shop while doing research for my book on employee motivation. Well, not just any donut shop--this happened to be the busiest Dunkin' Donuts store in the world, located outside Boston on Route 18 in South Weymouth, Massachusetts. This one store serves between 2,000 and 3,000 cups of coffee per day. |
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Monday, 19 November 2007 |
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I have always been a huge evangelist for greater customer focus. Because of my experience in relationship management, system integration and customer satisfaction, I have learned first hand how technology designed without the customer in mind creates not only weak and forgettable experience but also poor economic results. |
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Monday, 19 November 2007 |
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