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Our research indicates the effect in most cases is significantly negative -- but similar to the effect of outsourcing customer service domestically. That suggests companies shouldn't necessarily forgo the savings they can reap from offshoring. But if they're going to do it, they'd better do it right. |
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Monday, 07 July 2008 |
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As high gasoline prices and tighter credit lead people to curb their shopping, consumer products companies are renewing their focus on customer service but broadening the concept to try to engage buyers in new ways to win sales. |
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Tuesday, 01 July 2008 |
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Deteriorating levels of customer service provided by airline staff—rather than high fares and additional charges for amenities—have led to a significant decline in customer satisfaction with airline carriers. |
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Monday, 30 June 2008 |
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Tory Johnson dealt with the issue just a few weeks ago. Three interns, ages 19 to 21, showed up at Johnson's Manhattan recruitment services firm with tank tops, exposed bra straps and flip-flops. |
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Monday, 30 June 2008 |
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As workers look for more balance in their lives and companies try to retain skilled employees, half-days or full days off on summer Fridays are among the flexible schedules gaining acceptance. |
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Friday, 27 June 2008 |
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Remember that the cost of losing an employee can be 100-200% of their salary, and the loss of a manager averages $5,000. Keeping your people is the most cost effective solution. If you are going to reward people for performance and good behavior, have it be directly related to one of these key components. |
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Friday, 27 June 2008 |
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"Treat me right or someone else will," according to the analysis of results of the survey that found 95% of consumers say their experiences with a company can make or break a relationship with the firm or its products. That's up 10 points from a year ago. |
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Wednesday, 25 June 2008 |
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After a year of stalling and falling, the American Customer Satisfaction Index (ACSI) reverses course and registers its first gain in a year. |
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Tuesday, 27 May 2008 |
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The probe was sparked in part by a series of Tampa Tribune investigations this spring into Verizon's service quality that detailed tangled customer bills, long waits for repairs and employees picketing company sites over what they call poor service provided to customers. |
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Tuesday, 27 May 2008 |
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Size isn't everything, especially for providing value to customers. This important fact can help distinguish small "mom and pop" businesses from big-box chain stores. |
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Tuesday, 27 May 2008 |
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