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With slogans such as “Tell the World. Be Heard,” and “Consumers in Control,” they give tens of thousands of mad people every year a loud and powerful voice that sometimes gets results. |
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Monday, 21 June 2010 |
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Most organizations are struggling with providing a seamless service because of the abundance of customer contact points. |
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Monday, 21 June 2010 |
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Recent studies have also shown a strong positive relationship between employee satisfaction and long-term share performance. |
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Monday, 21 June 2010 |
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That all changed around 5:15 pm when a man frantically ran through the front doors carrying his two-year-old son. "Out of nowhere I heard screaming and yelling. I came running.” |
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Monday, 21 June 2010 |
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Such changes are driving some health insurers to try to meet people where they are - both physically with retail stores and enhanced phone-based customer service, and virtually, by tracking negative comments online and intervening to help improve people's experiences with their health plans. |
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Monday, 21 June 2010 |
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The promise of San Francisco’s 311 non-emergency phone center when it opened in 2007 was to create a municipal customer service line: one number for residents to call for answers, 24 hours a day, 7 days a week. |
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Monday, 21 June 2010 |
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The study found strong Improvements for Burger King, KFC, Papa John’s, Hyatt and United Airlines and drops for Delta Air Lines, McDonald’s and the U.S. Postal Service. |
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Monday, 21 June 2010 |
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Customer satisfaction with the goods and services that Americans buy and consume is steady for the first quarter of 2010, according to the American Customer Satisfaction Index (ACSI). Major improvements for subscription television, wireless and fixed-line telephones were offset by a drop in hospital satisfaction. The survey found big gains for Microsoft, Sprint Nextel, AT&T, Charter, Dish, CMS Energy and NiSource. |
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Thursday, 27 May 2010 |
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The blogosphere is buzzing with a tale of customer service gone very, very wrong. For those who missed it, New York Times reporter Ron Lieber was dining at tony Restaurant Marc Forgione on a recent Saturday night when the aforenamed chef began screaming at his staff in the kitchen. The dressing-down was loud enough to be easily heard by diners. |
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Thursday, 27 May 2010 |
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A new survey of consumers in 16 key countries finds that consumers are
adopting multiple communication channels in customer service much faster than companies are ready to respond. The survey found that in 2009 over 90% of consumers have used multiple communication channels when contacting a company’s customer service. |
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Thursday, 27 May 2010 |
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