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“Customers today are picky, fickle, vocal and ‘all about me’ vain. With the reach and influence of the Internet they are also more powerful. If they receive poor or impersonal service they talk back — with a single snarky video or poor review, they can bring down a company.” |
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Thursday, 28 July 2011 |
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Passenger satisfaction with airlines drops by 1.5% to an ACSI score of 65—a very low score that keeps getting worse. In fact, airlines carry the lowest score among 47 ACSI industries (tied with newspapers). Guest satisfaction with hotels rises 2.7% to a score of 77. Lower rates and more perks, such as faster accumulation of rewards points and quantity discounts, have enhanced customers’ views of value for money. |
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Thursday, 28 July 2011 |
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According to new research, CEOs who pay attention to employees' job satisfaction are able to boost both customer satisfaction and increase the number of customers who intend to do repeat business with the company. |
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Thursday, 28 July 2011 |
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Now we have social networks, which allow for much richer two-way interactions. Instead of just signposts on the web, we have the opportunity to build outposts where people can be seen and heard. Here's my advice on how to use both tools effectively. |
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Thursday, 28 July 2011 |
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According to Consumer Reports, 64% of shoppers were so irritated with the poor level of customer service they’ve experienced at a store in the past year that they’ve simply left without making a purchase, and 67% have hung up on a call without their needs being addressed. |
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Thursday, 28 July 2011 |
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The answer is yes. The science is to recognize the different styles and provide the service they want. It is in honoring the differences that makes excellent customer service. |
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Thursday, 28 July 2011 |
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Despite being caught in the undertow of Toyota's recall and safety issues last year, Lexus tops J.D. Power and Associates' Initial Quality Study (IQS) as the best brand in the survey being released today. Even better, Lexus' flagship LS sedan had the fewest problems of any vehicle in the first 90 days of ownership. |
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Thursday, 28 July 2011 |
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Customers are funny creatures. Bad, slow or ineffective customer service can take you from hero to zero in a New York minute. It can amass a social-media horde around your brand dedicated to tarnishing your online reputation. This is why it is vital that you take steps to protect your company and its integrity immediately after problems rear their ugly head. |
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Thursday, 28 July 2011 |
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Despite an explosion in consumer conversation technology, Americans have cut back substantially since 2008 on the opinions they share by word-of-mouth (WOM) about companies and their offerings. |
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Thursday, 28 July 2011 |
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Why do we in the customer service industry still feel it is OK to duck out of being clear with customers what we deliver? As a sign of our growing maturity, we need to make it clear what the customer can expect and produce our equivalent of product labeling. It's your service menu. |
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Thursday, 28 July 2011 |
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