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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CUSTOMER CARE NEWS
Customers Why Bad Customer Service Is Often the Employer's Fault
It's not bad employees, but poor corporate policies that are keeping businesses from providing top-notch customer service, new research finds.
Thursday, 13 September 2012
Customers Apple’s Genius Training: Phony 101 or Great Customer Service?
It’s not surprising at all to find such a guide at Apple – if you look at Apple’s history with its stakeholders, you will see that there’s mainly one group it mostly cares about – its customers.
Thursday, 13 September 2012
Customers 3 Questions to Get Your Customer Service Reps Selling
Although not your typical sales department, today’s call center environment requires customer support team members to wear multiple hats in the organization.
Thursday, 13 September 2012
Customers Customer Service: A Century of Progress
It may say more about the customer back in 1912 than it does the employer who would put on such a ruse to please them. I mean, would you actually rejoice over getting someone fired?
Thursday, 13 September 2012
Customers Delivering Customer Service Beyond the Walls of the Enterprise
Here are a few suggestions for successfully expanding the customer experience beyond the four walls of the enterprise:
Thursday, 13 September 2012
Customers How to Identify Your Most Valuable Customers
To identify who those customers are, you need to evaluate their value in seven key areas:
Thursday, 13 September 2012
Customers 80% of the Time it’s not the Customer’s Fault, it’s Yours
The customer won’t complain about the small things, but a lot of those little annoyances can add up and become something big. And that could mean lost business.
Thursday, 13 September 2012
Customers Go Social: Why Phone Support Still Matters
Social media is permanently changing the customer-business relationship, giving consumers more power than ever to voice their opinions and shape a brand’s fate. But What About The Plain Old Phone Call?
Thursday, 13 September 2012
Customers 5% Better Customer Service = 50% Better Revenue
The customer doesn’t care that one specific employee might not care. One bad employee interaction, and it becomes the company as a whole that doesn’t care, every single time.
Monday, 27 August 2012
Customers Twitter Lets Customers Skip Recordings, And Make Choices
A dollar figure return on social media investment can be tough to calculate. But recent studies have shown that the world's 100 largest companies get nearly six million combined mentions on Twitter every month.
Monday, 27 August 2012


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