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One of the biggest mistakes is thinking that measuring customer satisfaction is the goal. Though that is nice to know, what companies need to know is how well they perform in those activities that customers think are important. |
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Wednesday, 04 November 2009 |
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Attention CEOs: Now, more than ever you can't afford to let sloppiness, misinformation, or poor service cost you any more customers. |
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Wednesday, 04 November 2009 |
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Customers use Facebook, Twitter and other social media to tell their friends and followers what they think about all sorts of things, including the customer service a company provides - or fails to provide. |
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Wednesday, 04 November 2009 |
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The price for the lack of integration from existing solutions is steep. Longer and unnecessary agent calls drive up expenses while firms risk losing revenues from annoyed customers. |
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Wednesday, 04 November 2009 |
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The questions she should ask include “What do my measurements say about me?” and “What do those measurements say to my customers?” and “How do the measurements determine the future profitability of my business?” |
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Wednesday, 04 November 2009 |
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It doesn't have to be a downer when the weak economy forces small businesses to scale back their holiday parties from the big catered or restaurant affairs they held in the past. These events can still be opportunities to build teamwork and boost morale. |
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Tuesday, 03 November 2009 |
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Customer experience management (CEM) is the latest buzzword to buzz saw its way through the thicket of customer-focused acronyms. The term is newly important: In a recent survey we conducted of 200 professionals, 63% said that CEM was very important to their organizations in 2009, up from 47% in 2008. |
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Monday, 02 November 2009 |
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When later asked why he had not previously told his manager about these ideas, his response was fairly blunt, but very revealing: “I don’t get paid from the neck up.” |
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Monday, 02 November 2009 |
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A new and very exciting customer service initiative being rolled out in the next few months is the Live Customer Help on Dubai Outlet Mall’s website. |
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Friday, 30 October 2009 |
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This may seem like an alternate universe for Las Vegas, where bankrolls traditionally determined the level of customer service. |
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Friday, 30 October 2009 |
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