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One of the most common topics of conversation with coaching clients and colleagues these days centers around burnout. Interestingly enough, burnout happens as much to companies and businesses as it does to individuals. |
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Friday, 16 November 2007 |
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Research from reveals increases in e-retail customer satisfaction in web security, customer service and numbers preferring to shop online. |
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Friday, 16 November 2007 |
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Customer satisfaction is down for the first time since early 2005, according to the third quarter report of the American Customer Satisfaction Index (ACSI). The Index slides 0.1% to 75.2 on its 100-point scale, but it remains 1% higher than it was a year ago. Still, even the slight decline does not bode well for consumer spending in the holiday season. |
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Thursday, 15 November 2007 |
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Steve Forbes once wrote that trust is the bedrock of democratic capitalism and, like the air we breathe, often taken for granted. How very true. In retail payments, consumer trust is essential to help sustain growth, manage costs and reduce risk. Our recent surveys have found that security and protection of account information is by far the most important attribute to consumers when it comes to their relationship with banks and payments providers. |
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Wednesday, 14 November 2007 |
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Most customers call to the customer care when they get any problem in their purchased products or if they want to take some useful information from the call center. They dial the company's phone number expecting that someone from the company will respond to their needs. Indeed, someone would take the call. But too often, that someone does not originate from the phone company office |
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Wednesday, 14 November 2007 |
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Recently, Walmart.com kicked off its "Customer Contact Reduction" program -- a quietly launched initiative to pull all customer service numbers from its Web site in an attempt to reduce costly inbound calls about order tracking. Instead of offering personal customer service, the retailer is forcing all of its online customers to rely on self-service tools to resolve questions and online customer service problems and denying access to phone support. |
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Wednesday, 14 November 2007 |
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As far as businesses are concerned, the Internet is a living miracle because of the plethora of applications that the Internet offers and the number of opportunities it has created for making money. Amongst these applications is the management of customer relations, which has made customer service so much cheaper, faster and profitable. |
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Tuesday, 13 November 2007 |
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More than 90% of callers directed to overseas call centres have reported real difficulties in understanding the person at the other end of the phone according to figures released this month. The disturbing findings show that although companies can save money through overseas outsourcing, they’re losing much more in terms of customer confidence as callers can struggle to make themselves understood. |
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Monday, 12 November 2007 |
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In just a few weeks, many employees at companies across the country won't be able to resist temptation -- they'll visit their favorite online retailers and do some holiday shopping when they are supposed to be working. |
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Monday, 12 November 2007 |
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Many of the laws and regulations that govern workplaces apply equally to a Fortune 500 corporation as to a five-employee, non-profit organization. With that in mind, you should take time to consider your system of employee evaluations |
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Monday, 12 November 2007 |
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