Tag: "customers"

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Mobile Loyalty and Customer Satisfaction findings

Mobile Loyalty and Customer Satisfaction findings

Study: Customer Retention in Mobile Industry Driven by Inertia Source: Stockhouse Author: WDS In a recent survey of 4,000 mobile subscribers a quarter said they stay with their mobile carrier because it’s too inconvenient to switch, according to a new study by WDS, A Xerox (NYSE: XRX) Company. The Mobile Loyalty Audit 2014, an annual […]

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One customer complaint each second last year - UK

One customer complaint each second last year – UK

New research in the UK reveals that unhappy customers made a complaint about products and services nearly once a second in 2013. According to the Ombudsman Services there were 38 million complaints last year, which worked out to a complaint every 1.2 seconds. Energy, retail and internet telecoms were the most common sectors for complaints, […]

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Voice of the Customer Dos and Don’ts

Voice of the Customer Dos and Don’ts

By the Numbers: When satisfaction scores go flat Once a slow and expensive process, collecting feedback from customers is now quick, simple and relatively cheap with the widespread availability of online survey tools and reporting systems. Companies can collect ratings and feedback at every point of contact, including phone calls, e-mails, Web visits and point-of-sale […]

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How Korean business people behave when customers data is breached.

How Korean business people behave when customers data is breached.

(6th LD) Bank officials quit en masse over massive data leak Top executives at a bank and credit card firms tendered their resignations on Monday as the finance industry tried to rein in havoc from the latest massive leak of client data that regulators say may have affected roughly half of the country’s 50 million […]

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Recent Good & Bad Business Policies - Consumer Reports

Recent Good & Bad Business Policies – Consumer Reports

Which companies will be naughty or nice this holiday season? As the holidays loom, who’s been naughty and who’s been nice? Imagine if all companies behaved as if they really had customers’ best interests at heart? Wouldn’t it be something if advertisements were always sincere, minus the double-speak, fine print, and lip service? Surely, no […]

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5 Customer Retention Strategies and Why

Easy Ways To Keep Customer Retention

5 Customer Retention Strategies and Why It is the wish of every business that its customers keep loyal to their brand. However, we all know what mostly happens. Customer retention is sometimes overlooked and other times not well understood. Nonetheless, this is crucial to every business, even if you serve a niche market. I have […]

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Delivering Information Where The Customers Want It

Delivering Information Where The Customers Want It

5 Ways To Increase Customer Satisfaction Using Social Media It costs a company $234 every time they lose a customer. Whether you’re the marketing manager or business owner,  I know you don’t want to be the one responsible for losing the next BIG customer. That’s why I propose you start using social media to monitor and […]

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Social Media Customer Love

Social Media Customer Love

Social Media Customer Service Is A Failure! The headline to this post is certainly not a statement you would expect to hear from the person formerly known as @ComcastCares, but I think it is an important perspective to consider if we are to build stronger relationships with customers. As I look around I see many […]

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Overseas Company Policies Affect Business At Home

Overseas Company Policies Affect Business At Home

Dear Fortune 500: Worker woes are at home, too Companies like Wal-Mart and McDonald’s will need to pay attention to working conditions at home and abroad if they want their business models to survive. In the wake of the tragic factory fire in Bangladesh, a group of Wal-Mart investors sent a letter to the retail […]

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Hospitality – Customer Survey Types

Hospitality – Customer Survey Types

HOTELS WORKING HARDER TO COLLECT CUSTOMER RESPONSES Hotels want to hear your opinion of your stay. But they no longer feel that it is enough to leave a questionnaire in your guest room and hope for a response, not when TripAdvisor and other public rating sites display customer satisfaction — or dissatisfaction — for all […]

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Big Brand Mistakes And Issue Resolution

Big Brand Mistakes And Issue Resolution

5 Big Brand’s Mistakes Solved Stumbles are expected in the startup stage. But when big brands mess up the spotlight on their failings is much less forgiving. From JCPenny’s confusing re-branding attempt to BlackBerry’s service interruptions, we take a look at how five major players faltered and what they can do to regain their customers’ […]

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CEM and VoC Research to Double

CEM and VoC Research to Double

According to a new market research report, “Customer Experience Management Market & Voice of Customer (VoC) Analytics Market – Worldwide Market Size and Forecasts (2012 – 2017)”, published by MarketsandMarkets (http://www.marketsandmarkets.com), the total CEM and VoC Analytics market is expected to reach $6.61 billion by 2017 with a CAGR of 19.8%. Browse * 124 market […]

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Alternative Banking Grows

Alternative Banking Grows – 4/4/13

American Express prepaid debit cards get FDIC insurance American Express announced Tuesday that its prepaid debit cards will now be backed by the Federal Deposit Insurance Corp., the latest indication that a market once shunned by established financial institutions is gaining ground. The use of reloadable prepaid cards has exploded in the wake of the […]

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Correlation of Customer Service with Loyalty

Correlation of Customer Service with Loyalty – 4/4/13

MarketStorm Global Ltd state service and leadership determine customer retention and loyalty According to new research, customer service and leadership behaviour are in correlation with brand loyalty and customer retention. Especially in the current economic, Gavin Walsh at MarketStorm Global Ltd recommends business owners to rethink their strategies in order to maintain their customers New […]

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Not All Transparency is Good

Not All Transparency is Good – 3/21/13

Too-sheer yoga pants a pain for Lululemon Lululemon has yanked its popular black yoga pants from store shelves and its online site after it found that the sheer material used was revealing too much of its loyal customers. The see-through yoga garb is the latest in a series of quality glitches that threaten to alienate […]

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BofA Hacked

BofA Hacked – 3/6/13

BofA Confirms Third-Party Breach. Hacktivists are taking credit for a data breach impacting Bank of America – an incident the hackers claim allowed them to access employee and executive data stored through a third party. “The data was retrieved from an Israeli server in Tel Aviv,” says the hacktivist group Par:AnoIA, part of the Anonymous […]

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JD Power and Associates Reports Satisfaction with Wireless Carriers

J.D. Power and Associates Reports: Satisfaction with Wireless Carriers – 2/14/13

J.D. Power and Associates Reports: Satisfaction with Wireless Carriers’ Customer Care Is Higher among Customers with Mobile Shared Plans than among Those with Traditional Individual Service Offerings Verizon Wireless Ranks Highest in Wireless Customer Care Performance among Full-Service Carriers, While MetroPCS Ranks Highest among Non-Contract Carriers Satisfaction with a carrier’s customer care service is higher […]

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iPhone 5 May Not Be The Best Thing To Happen To iPhone

iPhone 5 May Not Be The Best Thing To Happen To iPhone – 2/14/13

iPhone 5 Ranked Fifth In Customer Satisfaction Poll Behind Android Phones For several years, Apple’s devices have been ranked high in numerous customer satisfaction polls, but it looks as though their customer satisfaction dominance has slipped a bit with the iPhone 5. According to a study carried out by mobile research firm OnDevice Research, 320,000 […]

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Google Pushing User Information To Devolopers

Google Pushing User Information To Developers – 2/14/13

Google under fire for sending users’ information to developers Sebastian Holst makes yoga mobile apps with his wife, a yoga instructor. The Mobile Yogi is sold in all the major mobile app stores. But when someone buys his app in the Google Play store, Holst automatically gets something he says he didn’t ask for: the […]

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Non-Call Channels now One Third of Customer Service

Non-Call Channels Now 1/3 Of Customer Service – 2/7/13

Social Media Control Damage In Call Centers Social media will have a deeper role in damage control to raise customer satisfaction, and probably recommendations, as call centers shift into contact centers that integrate email, the Internet, and other sources, according to the Call Center Satisfaction Index (CCSI) of customer satisfaction analytics firm CFI Group. Released at […]

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Online Banking Only Beneficial if it Enhances Customer Experience

Online Banking Only Beneficial if it Enhances Customer Experience – 2/7/13

The Latest Trends That Will Redefine Online Banking Online banking has had a tremendous effect on banks because people can now complete financial transactions by visiting secure websites that are maintained by brick-and-mortar or virtual banks, credit unions or brokerage houses. While this is convenient consumers are also concerned that their financial information may be […]

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Mystery Shopping Banks

Mystery Shopping Banks – 2/7/13

Banks face a new form of regulation A NEW form of supervision of financial institutions is planned when the government introduces its twin-peaks model of regulation — the “mystery shopper” technique in which anonymous, independent observers posing as clients test the quality of the institutions’ interactions with customers. The Financial Services Board (FSB) will undertake […]

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Wow - 89% of U.S. Consumers Concerned about Online Privacy

Wow – 89% of U.S. Consumers Concerned about Online Privacy – 1/30/12

6 Steps To Better Customer Data Protection Privacy isn’t a concern just for the Googles and Facebooks of the world. Here are six ways small and midsize businesses (SMB) can better protect their customers — and themselves. If your answer is somewhere in the “no” to “sort of, for the most part” range, you’ve got […]

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AT&T Satisfaction Still Slipping

AT&T Satisfaction Still Slipping – 1/30/12

Verizon, Sprint Post Customer-Satisfaction Gains, Rivals Slip Sprint has seen a gradual but sustained trend toward improving business outcomes over the past three years, while T-Mobile slipped modestly in the past year. Verizon’s customer-satisfaction and loyalty ratings have improved sharply, with the company posting a 13-point gain in overall customer satisfaction and a six-point increase […]

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Taxi Mystery Shopping

Taxi Mystery Shopping – 1/30/12

TRANSAD Reveals Results of Mystery Shoppers using taxi booking system 600 535353 Call Center 96% of Mystery shoppers Received Taxi with less than 10 minutes Abu Dhabi, 14 January 2013: The Centre for Regulation of Transport by Hire Cars in the Emirate of Abu Dhabi (TransAD) today revealed the results of ‘Mystery Shoppers’ booking taxis […]

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Customer Experience and Price Sensitivity

Customer Experience and Price Sensitivity – 1/20/13

Customers pay more for better experience Despite what you may believe about how price-sensitive consumers are given the economic realities of late, Oracle’s “Customer Experience Impact Report” indicates 86 percent of customers would pay 25 percent more for a better customer experience. Now that’s ammunition for your sales team. When they receive resistance from a […]

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Technology's Call Center War VS Fraud

Technology’s Call Center War VS Fraud – 1/13/13

How Emerging Technology Fights Fraud in the Call Center To battle innovative attacks on call centers, enterprises and IT outsourcing service providers are looking to technologies like voice biometrics and behavioral analytics. As companies have gotten better at detecting and preventing online fraud in recent years, would-be criminals have redirected their efforts to the corporate […]

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Frequent Flyer Programs about Revenue Management not Customer Satisfaction

Frequent Flyer Programs about Revenue Management not Customer Satisfaction

The ultimate guide to airline customer relationship management and loyalty Airline Frequent Flier Programs (FFPs) were introduced around three decades back by American Airlines in an attempt to reward repeat customers and build brand loyalty. Since prior efforts were primarily focused only on attracting new customers, this was considered to be a novel approach to […]

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Customer Satisfaction Doesn’t Equal Fairness

Customer Satisfaction Doesn’t Equal Fairness – 12/30/12

Stop Assuming Your Good Customer Satisfaction Scores Indicate Fairness Financial institutions rely on customer satisfaction scores, net promoter scores, complaint monitoring and risk assessments to judge whether they are meeting consumer needs. Success is assumed when high scores on internal surveys or surveys conducted by outside firms like J.D. Power & Associates or the American […]

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Call Center Outsource to Gain A Cultural Edge

Call Center Outsource to Gain A Cultural Edge – 12/23/12

Call Centers Get Savvy for 2013 In the past, contact centers got a bad rap for being cost centers. So it’s not surprising that outsourcing decisions were largely based on costs savings. Fast forward to 2013, and we see a lot of changes. Contact centers are now essential to winning over customers, boosting sales and, […]

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Utility Call Center – First-call Resolution, Average Handle Time

Utility Call Center – First-call Resolution, Average Handle Time

Greatest Myths Series: The Best Call Center Metric As part of an ongoing series of exploring the myths of utility customer service, it is important to explore popular utility call center metrics of first-call resolution and average handle time (AHT). Many professionals hail first-call resolution the best metric although it’s a relatively new metric. AHT, […]

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Service the Internal Customer

Service the Internal Customer – 12/9/12

What’s your employee satisfaction policy? One of the most popular phrases in customer service today is “customer centricity.” This means that everything a company does, every system or process on which the business relies, has the customer in mind. A customer-centric organization wins because the customer is given a preeminent position within the organizational model. […]

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Cable Company Insights

Cable Company Insights – 12/9/12

10 things cable companies won’t tell you 1. “Customers are fed up with us.” Cable giants Comcast and Time Warner Cable ranked among the top-ten most hated companies in America in 2012 (coming in fourth and seventh), according to the American Customer Satisfaction Index, which rates companies based on surveys. Cable customers have no shortage […]

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Mystery Shopping Education

Mystery Shopping Education – 12/9/12

The Customer Is Always Right The Female Offender: Girls, Women, and Crime is an unusual library request for Mandy Watts, a third-year physical therapy doctoral student at Marymount University. She has limited interest in either criminology or women’s studies, but that’s what brought her to the library’s help desk on November 9. After a pleasant […]

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Bogus Business Opportunities - 12/2/12

Bogus Business Opportunities – 12/2/12

Feds target bogus web businesses   Three U.S. agencies and a group of state attorneys general have filed more than 70 civil and criminal cases against defendants offering allegedly bogus business opportunities, with some of the defendants offering to help customers set up online businesses. The U.S. Federal Trade Commission, the U.S. Department of Justice, […]

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Why Humility Is Attractive And Why Arrogance Is Not

Types of Elevator Pitches – 11/17/12

Why Humility Is Attractive And Why Arrogance Is Not If your elevator pitch is like most, it’s actually repelling people who could become friends, customers, or colleagues. Earlier this month, I went to a private dinner/event hosted by a friend who is a best-selling author. Twenty people from various industries attended. After some initial mingling, […]

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Small Business Banking Rankings

Small Business Banking Rankings – 11/17/12

J.D. Power Ranks Small-Business Banking Small business banking customers, and the economic catalyst that they represent, are not having their expectations fully met by their bank, according to the J.D. Power and Associates 2012 U.S. Small Business Banking Satisfaction Study released (Friday). While overall satisfaction among small business banking customers averages 736 (on a 1,000-point […]

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Ideas for e-commerce to Increase Customer Retention - 11/10/12

Ideas for e-commerce to Increase Customer Retention – 11/10/12

21 ways online retailers can improve customer retention rates Understanding how to retain the customers that you have spent money acquiring is vital for any online business.  Attracting a new customer can cost five times as much as keeping an existing one, so companies need to pay as much attention to retention as they do […]

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Mystery Shops Improve Response to Initial Inquiries

Mystery Shops Improve Response to Initial Inquiries – 11/10/12

Mystery Shop Service Yields “Gigantic” Lead Conversion Rate Increase Some of the senior living providers using A Place for Mom’s mystery shopping services in the past three years have seen their conversion rates jump 40%, according to Sean Kell, the CEO of the nation’s largest senior care referral service. While there are many factors that […]

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Creating Client Surveys

Creating Client Surveys – 11/10/12

Consider These Best Survey Practices   We’ve all received customer feedback requests in one form or another. It could be at the end of a call to the cable company to rate the service provided or an email to rate your recent online purchase. Do you like completing these evaluations? In most cases, the answer […]

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Social Media Gone Wrong, Who's The Target?

Social Media Gone Wrong, Who’s The Target? – 11/10/12

Not All Social Media is Good Social Media Many companies are working hard to explore and nurture new ways to communicate with their prospects and customers using social media networks such as Facebook, Twitter and YouTube. But for some businesses, the customer and media attention they’re getting on these social networks isn’t exactly what they […]

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Hungry for Income, Banks Flirt With Payday Lending

FDIC and CFPB scrutinize Bank Payday Lending – 11/5/12

Hungry for Income, Banks Flirt With Payday Lending Seeking new income after federal rules limited fees from overdrafts and debit cards, Wells Fargo (WFC), U.S. Bancorp (USB), and other big banks are pitching short-term, high-cost loans that resemble the payday loans more commonly offered by strip-mall storefront operations. At least five banks are offering the […]

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Mystery Shopper Basildon

Mystery Shops Compare Tech Stores – 11/5/12

Mystery Shopper: Basildon   We sent our intrepid Mystery Shopper to look for network accessible storage devices, preferably with the hard drive included and a budget of £100 – £120. 5/10 This store was very bright and spacious, made more obvious by the lack of employees. After a few minutes searching, I spotted two employees […]

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Top 10 CRM Tricks Guaranteed to Lose Customers

How Can You Prevent The Loss Of Customers With The Top 10 CRM Tricks Guaranteed to Lose Customers – 10/28/12

Top 10 CRM Tricks Guaranteed to Lose Customers There’s a ton of evidence supporting the business value of great customer support. It’s not just a matter of happy customers and loyalty—a solid customer base can make a real difference to profitability and even stock price. However, that’s not to say you should overinvest in CRM […]

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Retailers-Top-Marketing-Biz-Challenges-Sept2012

56% Of Retail Marketers Have Essentially No Clue As To Who Their Best Customers Are – 10/14/12

Nearly Half Of Marketers Don’t Know Who Their Best Customers Are I have to admit when I first came across this statistic – which comes courtesy of a survey conducted by RSR Research, I had to go back and re-read it again. Then get more coffee then re-read it again. But there it was, 56% of […]

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The real drivers of customer satisfaction?

There Is No One Single Thing You Should Be Doing To Create Satisfied Customers – 10/07/12

The real drivers of customer satisfaction?   “If you don’t know what best in class looks like, then how are you going to achieve it?” This was the question that Matt Rennstram, from contact center auditing firm Bright UK, asked delegates at the Call Center Focus Conference this morning. Speaking alongside Chris Plank, customer service […]

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New mover marketing programs establish customer loyalty

Marketing Programs, Is The Cost Worth It? – 9/29/12

New mover marketing programs establish customer loyalty Even as most restaurants are increasingly trying to figure out which mobile apps and social media sites to pour their resources into, one “old-fashioned” marketing program continues to generate notable response rates. New mover marketing programs are still helping operators attract new customers and create loyalty because of […]

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Factors In Customer Retention

Factors Of Customer Retention – 9/25/12

Six Factors In Customer Retention   In this sixth article in the series, Paul Fileman focuses on Operations and Service Delivery. Here are some of the customer retention factors that you need to consider when transitioning from a traditional break fix model to a successful managed service provider.   Here are some facts that should […]

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Customer Retention

Advice You Should Be Giving Your Sales Managers

Customer Retention   Your business is nothing without its clients. Whether you provide products or services, you won’t survive unless individuals or other businesses keep interested in your offerings and want to pay for them. In a difficult economy, your sales personnel fight a constant battle with competitors for new customers and to retain current clients – […]

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Can Banks Delight Customers

The New Bottom Line Of Business, Customer Delight – 9/25/12

Can Banks Delight Customers? The new bottom line of business, customer delight, is something I have discussed in relation to various sectors including: Retailing (Apple) Food industry (Kraft, Sara Lee) Conglomerates (GE) Clothing (Li & Fung) Supermarkets (Wal-Mart) Customer relationship management services (Salesforce) Computer routers (Cisco, Juniper) Computer tablets (Amazon Fire) Yesterday a reader asked […]