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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 How Siri Created the Next Big Thing in Customer Service
Several trends have converged recently to create this so-called dawn in mobile customer support innovation. First, smartphones have become ubiquitous, and more consumers want to use their device for customer service.
Monday, 27 August 2012
Customers When it Comes to Customer Service, Heritage is Key
The reality of customer service in this market depends on how you are looking at it. Every customer comes with a dossier of customer experiences or, better stated, a customer experience heritage.
Monday, 27 August 2012
Customers Why Your Business Can Not Afford Bad Service
Pride leads to good customer service, good customer services leads to happy customers, happy customers leads to more business. This is the chain, it never breaks and it will always be true.
Monday, 27 August 2012
Customers Understanding Your Customers Through Research
Most business leaders know the value of customer input and feedback. But if some recent developments are any indication, the right way to get that customer insight is less well understood and practiced.
Monday, 27 August 2012
Customers How Online Customer Service Can Hurt
It is not customer service’s job to assign levels of stupidity, only to help fix the issue so future shopping can commence.
Monday, 27 August 2012
Customers Why Dignity is the Key to Customer Service
Without this focus or realization, customer service reps that are being judged by the latest fad in “happy metrics” are put in a no-win situation every day.
Monday, 27 August 2012
Customers Ten Ways to Handle Difficult Customers
Finding techniques that help you disarm unhappy customers and win them to your site is the key to providing great customer service – even when you really want to kick nasty customers to the curb.
Monday, 27 August 2012
Customers More Channels Makes Customer Service Worse, Not Better
Customer Service Experience panelists think things will only get worse before they get better.
Monday, 27 August 2012
Customers Customer Satisfaction and Retention Booster
It is five times easier to keep a customer we have than to get a new one – so taking customer satisfaction and retention seriously should be serious business.
Friday, 10 August 2012
Customers Customer Understanding: Do You Really Know What Your Customers Want And Need?
Right now, companies around the world are barrelling down a perilous path - one that isn't illuminated by customer insights.
Friday, 10 August 2012


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