Tag: "Customer Service Evaluation"

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Customer Service Evaluation News 6/7/12

How to Fix Dysfunctional Client Relationships Q&A with customer relations expert Matt Sarkees Headache-inducing business relationships aren’t always destined for splitsville. Matt Sarkees, who analyzes customer value management as an assistant professor of marketing at Penn State Great Valley School of Graduate Professional Studies, spoke with U.S. News about the benefits of communicating with troublesome […]

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Customer Service Evaluation News 6/7/12

Customer Service Evaluation News 6/7/12

From Dell hell to Genius Bar: A customer service journey How Apple made Rafe a fanboy by selling him a fleet of unreliable, broken machines. I didn’t get how important support was. Then, recently, I had back-to-back experiences dealing with both great and terrible support for products that failed. If you make a consumer product, […]

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Customer Service Evaluation News 6/6/12

Customer Service Evaluation News 6/6/12

Free shipping and delivery timing are key for customer satisfaction Deliveries and returns are an inescapable part of e-commerce, yet there are few accepted norms within the industry. Delivery times and cost vary across retailers and product categories, and can have a major impact on a consumer’s purchase decision. To find out what consumers expect […]

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Customer Service Evaluation News 6/6/12

5 steps to mine social-customer feedback Hospitality, perhaps more than any other industry, has been transformed by social media. For decades, hoteliers have relied on traditional forms of feedback—such as customer surveys, printed comment cards, website comments, etc.—as the primary methods to gauge customer satisfaction. But times have changed dramatically. As feedback volume from these […]

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Customer Service Evaluation news 5/28/12

Just 16% reap business benefits of single customer view While 72% of businesses in the UK know using customer data will improve business and customer satisfaction, just 16% have a true single customer view (SCV) in place, according to a new survey by Experian.   Of those companies that don’t have a SCV, 85% said […]

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Customer Service Evaluation News 5/4/12

“Mystery Shopper” scam resurfaces DURHAM – Police are warning the public against the temptation to fall foul of the “mystery shopper” scam which has reemerged in recent months, after numerous residents made complaints. In a letter from an anonymous company accompanying a cheque for between one and four thousand dollars, victims of the fraud are […]

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Customer Service Evaluation News 5/2/12

Make It Easier on Your Customers   Everyone is in customer service. All of us have the responsibility to help customers. In large companies, though, it can become a struggle to find a real live person to help with a problem. Jeffrey Hayzlett, chief marketing officer at Kodak, talked at the 140 Conference in New […]

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Customer Service Evaluation News 5/2/12

Customer Loyalty Programs: Stats, Facts and Opinions For this last week in April, the final week of International Customer Loyalty Month, I want to share several more interesting statistics about customer loyalty. These statistics focus mostly on Business to Consumer types of businesses, and while the numbers may not apply to Business to Business, the […]

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Customer Service Evaluation News 2/11/12

Employers feel no love for unscrupulous practice of ‘service sweethearting’   A new study led by two Florida State University marketing professors finds that some frontline service employees who are rewarded for hikes in customer loyalty and satisfaction also may engage in “service sweethearting,” a clandestine practice that costs their employers billions of dollars annually […]

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Customer Service Evaluation News 2/11/12

Despite Improvements in Service, Two out of Three Consumers Switched Companies in 2011 Switching rises in eight out of 10 industries; loyalty programs do not wield big influence, Accenture reports.   Two out of three consumers switched companies in 2011, even as their satisfaction with those companies rose, according to new research from Accenture. Among […]

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Customer Service Evaluation News 1/18/12

The 10 most hated companies in America 1. Facebook   Facebook currently has more than 800 million users. Any company of this size is sure to have some detractors. Compared to other leading social media sites, however, Facebook has the lowest customer satisfaction score from the American Customer Satisfaction Index. The site has repeatedly irked […]

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Customer Service Evaluation News 1/15/12

Customer Service Evaluation News 1/15/12

Start-ups hope to see rewards in customer loyalty By Steven Overly   Jeffrey MacMillan/Capital Business – Venga co-founders, from left, Winston Lord, Reg Stettinius and Sam von Pollaro. The start-up plans a loyalty program that allows restaurants to track patrons’ spending habits and offer perks to the most frequent visitors.   Venga came onto the […]

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Customer Service Evaluation News 1/15/12

Pacific Life Earns DALBAR Financial Intermediary Premier Service Award   BOSTON, MA — DALBAR announced today the 2011 winners of its annual Financial Intermediary Premier Service Award. Pacific Life was the only firm to emerge as a leader in the premier service provided to financial professionals in 2011. For over two decades, DALBAR has conducted […]

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Customer Service Evaluation News 1/1/12

Customer Service Evaluation News 1/1/12

The Year’s Worst of the Worst in Online Merchants By: Alyce Lomax   The whole concept of online commerce hinges on convenience, particularly during the frantic holiday shopping season. Unfortunately, some well-known Web merchants left consumers seriously dissatisfied in the past year. One of the most notable is Netflix (NFLX): Its cherry-colored logo has left […]

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Customer Service Evaluation News 1/1/12

Customer Service Evaluation News 1/1/12

How to plan for growth by taking an investor’s look at your company 123 Whatever their long-term plans for a company may be, owners and investors are interested in increasing the value of their companies. When an owner takes the perspective of an outside, objective investor in looking at the company, he may see more […]

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Customer Service Evaluation News 12/18/11

IAOP Names Judges to Evaluate Global Outsourcing 100 Applications   List of Top Providers to be Released at 15th Outsourcing World Summit Poughkeepsie, NY, December 17, 2011 –(PR.com)– The International Association of Outsourcing Professionals® (IAOP®) today announced a seven-judge evaluation team of recognized industry leaders that will rank the world’s best outsourcing service providers for […]

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Customer Service Evaluation News 12/16/11

The Best Virtual Spokesperson Companies Ranked by topseos.com for December 2011 The independent authority on search vendors, topseos.com, has released their monthly list of the ten best video spokesperson companies for the month of December 2011. Companies which have been included in the list have undergone a meticulous process which identifies the top web video […]