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Keeping pace requires that companies have the flexibility to make incremental changes at Internet speed and manage services and content accordingly. |
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Wednesday, 26 May 2010 |
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There’s nothing like a recession to drive companies to new heights of customer service. After all, when every customer becomes precious, it becomes more important than ever to keep the ones you have happy. |
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Wednesday, 26 May 2010 |
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The speakers discussed the differences between the banking of the 90s, when product-based engines were dominant, and today’s system where customer service and distribution are key issues. |
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Wednesday, 26 May 2010 |
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Customer loyalty provides the escape hatch your company must have in order to get out of draining, ultimately deadly commodity-pricing wars. Here are half a dozen ways to get started now. |
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Thursday, 06 May 2010 |
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Many customer satisfaction managers emphasize the positive and de-emphasize the negative responses. A lack of processes and comfort levels for digesting and acting on constructive feedback can leave a company vulnerable to severe consequences. |
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Thursday, 06 May 2010 |
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Continual communications is key to customer service. It's critical to keep customers in the loop with as much detail as possible. |
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Thursday, 06 May 2010 |
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Firstly, CE must be the customer’s interpretation of the experience. This means that companies cannot assume to guess how customer’s experiences must consider the customers perspective regardless of whether there is agreement. |
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Thursday, 06 May 2010 |
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A great way for companies to demonstrate great customer experience, instead of just to talk about it, is to do something weird, something unexpected, something bold that draws deeply from company values. |
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Thursday, 06 May 2010 |
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It makes logical sense that having a strong presence on Facebook and the like can only help to boost sales by getting people talking about your product. Not so say the poindexters at MIT: All conversations are not created equal, and social media can actually hurt sales if your product isn't all you make it out to be. |
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Thursday, 06 May 2010 |
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What if it takes, on average, five steps to process a customer interaction and on average there are 2,000 interactions per day? This means there are 10,000 opportunities for an error with customers! |
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Thursday, 06 May 2010 |
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