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The IRS said it has been inundated with an unprecedented number of calls the past two years from taxpayers with questions about temporary tax breaks passed by Congress to help revive the economy - a phenomenon that is expected to continue this year. |
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Tuesday, 12 January 2010 |
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The Seattle-based e-commerce giant scored the highest in a customer satisfaction report from ForeSee, which polls 10,000 visitors to the top 40 U.S. retail sites by revenue each November and December. |
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Tuesday, 12 January 2010 |
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Swift responses, knowledgeable agents, short waiting times and clear connections all contribute to a customer's quality of experience. |
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Tuesday, 12 January 2010 |
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The online shoe seller is marketing its playful, customer-friendly model to other businesses. The goal behind these activities is to build more buzz around the Zappos brand and its extreme customer service. |
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Monday, 11 January 2010 |
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Customer satisfaction with manufacturers of sweets is at an all-time high of 86. A new tax increase on cigarettes, from 39 cents a pack to $1.01, has led to a sharp downturn in customer satisfaction, falling 7.7% to 72, an all-time low. Beer drinker satisfaction is at an all-time high, rising 1.2% to 84. |
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Tuesday, 29 December 2009 |
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The Retail Service Quality Index pegs service at only 48.2 out of 100. The results showed that in more than a quarter of interactions measured, employees failed to see a service opportunity that was at hand, or ignored the customer at the time of expected interaction. |
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Wednesday, 23 December 2009 |
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Today, the gap between customers' expectations and the service they actually receive is huge. Customers expect personalized, consistent, accurate, and timely service. |
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Wednesday, 23 December 2009 |
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To make sure each customer receives a positive experience, Disney has a strategy in place intended to woo "secondary guests;" those who exert influence on the purchasing decision, but aren't considered the core customer. The secondary guest can stand in the way of repeat business. |
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Wednesday, 23 December 2009 |
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The average value of each lost relationship across all countries surveyed is $243 per year. Losses were defined as transaction taken to a competitor (63% of the total) and transactions abandoned entirely (37% of the total). |
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Wednesday, 23 December 2009 |
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In fact, there is a high correlation between recognition and improved employee engagement, which in turn improves job performance and captures business value. However, research also suggests that non-monetary recognition is just as valued and appreciated by employees. |
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Wednesday, 23 December 2009 |
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