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Customer loyalty provides the escape hatch your company must have in order to get out of draining, ultimately deadly commodity-pricing wars. Here are half a dozen ways to get started now. |
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Thursday, 06 May 2010 |
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Many customer satisfaction managers emphasize the positive and de-emphasize the negative responses. A lack of processes and comfort levels for digesting and acting on constructive feedback can leave a company vulnerable to severe consequences. |
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Thursday, 06 May 2010 |
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Continual communications is key to customer service. It's critical to keep customers in the loop with as much detail as possible. |
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Thursday, 06 May 2010 |
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Firstly, CE must be the customer’s interpretation of the experience. This means that companies cannot assume to guess how customer’s experiences must consider the customers perspective regardless of whether there is agreement. |
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Thursday, 06 May 2010 |
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A great way for companies to demonstrate great customer experience, instead of just to talk about it, is to do something weird, something unexpected, something bold that draws deeply from company values. |
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Thursday, 06 May 2010 |
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It makes logical sense that having a strong presence on Facebook and the like can only help to boost sales by getting people talking about your product. Not so say the poindexters at MIT: All conversations are not created equal, and social media can actually hurt sales if your product isn't all you make it out to be. |
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Thursday, 06 May 2010 |
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What if it takes, on average, five steps to process a customer interaction and on average there are 2,000 interactions per day? This means there are 10,000 opportunities for an error with customers! |
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Thursday, 06 May 2010 |
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New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service. Four major initiatives will dominate overall customer service strategies: |
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Thursday, 06 May 2010 |
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The research looked at consumer expectations for getting an issue resolved in 10 different areas. It turns out that consumers don't expect much from customer service. Here are some of the findings: |
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Wednesday, 21 April 2010 |
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The emergence in 2009 of social media as a real catalyst of change signaled for the first time the possibility that customer service had a vital role to play in winning the hearts and minds of customers. |
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Wednesday, 21 April 2010 |
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