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Top : Customer Service Excellence Case Studies: Here you can learn from companies who have established a reputation for top quality customer service. How did they earn customer service excellence respect and recognition? Learn from the best with these case studies.
Articles:
Executives' Guide to Call Center Excellence: --FedEx: An Overnight Success Story - by Erika RasmussonLearn how Fedex has created an overnight success with their call center strategy. (Added: 12-Jun-2005 Hits: 1922 )
FedEx Delivers to Customer Touch Points - by BETH NEGUS VIVEIROS
FedEx is looking to both operational and relationship touch points to drive customer loyalty." """Looking for a job?"Click here for job postings "Operational touch points like phone conversations, online interactions at FedEx.com and driver pickups are important, said Mark Colombo, vice president of strategic marketing and corporate strategy. (Added: 30-May-2005 Hits: 1661 )
A Century of Customer Love - Nordstroms - by Alexandra DeFelice
Nordstrom is the gold standard for customer service excellence--and, amazingly, word of mouth is its primary marketing tool. More information on the company most sited as the leader in customer service excellence. (Added: 5-Jun-2005 Hits: 1537 )
Jackson National Life Recognized for World Class Customer Service - - insurancenewsnet.com - by n/a
See how the company called Jackson National Life won two awards for excellence in customer service. Jackson National earned the Highest Financial Customer Satisfaction Award by receiving the highest overall customer satisfaction rating in the financial services industry. (Added: 1-Dec-2004 Hits: 1298 )
Common Threads - by Donna Fenn
Joe Fulmer, CEO of Stitching Post, deliberately transformed his store into the kind of place where customers socialize with one another. (Added: 4-Nov-2004 Hits: 1192 )
This Turkey Really Has Legs - by Ryan Underwood
You won't want to miss reading about this company's unique customer service perspective....Greenberg Smoked Turkey runs no ads, takes no credit cards, has no toll-free number--and may not even want you as a customer. Is this any way to run a thriving mail-order business? Yes indeedy. (Added: 20-Mar-2005 Hits: 1484 )
The Customer Workout At Sea-Land Services Inc. - by Cathy Olofson
See how Sea-Land Service Inc. solves their customer service concerns. The company has instituted The Customer Workout. "We invite our best customers to our headquarters for a daylong session that's part comfort-zone creation, part radical-honesty session. The goal is to collaborate on new ideas and to reinforce relationships." Learn how it works. (Added: 8-Mar-2005 Hits: 914 )
Customer Service The Mobil Oil Way - by Keith H. Hammonds
In 1996, Mobil Oil Corp., now part of ExxonMobil, began to develop what would become its Speedpass wireless-transaction system. The idea behind the project was simple enough: Get customers in and out of gas stations as fast as possible. (Added: 8-Mar-2005 Hits: 1603 )
They Sell Suits with Soul - by Eric Ransdell
The only thing worse than a pushy salesman in a slick suit is a salesman pushing a slick suit. In 1973, that insight led George Zimmer to open a store that would sell suits differently from how they'd been sold before. Much has changed since he opened that first store in Houston: The Men's Wearhouse Inc. is now the country's leading discount retailer of men's clothing, with 6,000 employees, more than 400 stores, and annual revenues of $630 million. But Zimmer's basic idea remains the same. "The average man enjoys shopping for clothes about as much as going to the dentist," says Zimmer, 49, the company's CEO. (Added: 20-Mar-2005 Hits: 1134 )
Customer Service: EMC Corp. - by Fast Company
Of course, the best way to address a customer problem is to fix it before it happens. And for every hour that EMC spends mending faulty hardware and software, it spends nine hours anticipating and preventing such meltdowns. "Most of the time, we address problems before the customer even knows that there's an issue," says Walton."EMC likes to call it "service and support mind reading." Sensors that are built into its storage systems monitor things such as temperature, vibration, and tiny fluctuations in power, as well as unusual patterns in the way data is being stored and retrieved -- over 1,000 diagnostics in all. Every two hours, an EMC system checks its own state of health. If everything is running smoothly, the log file is stored away. If the machine spots something that it doesn't like, it "phones home" to customer service over a line dedicated for that purpose. (Added: 16-Jun-2005 Hits: 1764 )
Customer Service Means Actions - by Patricia Fripp, CSP, CPAE
See how the retail store the Gap empowers its employees to practice good customer service. The main pieces of advice are: look at the company through the customer's eyes, and look at the company through your bosses's eyes. Good advice for great customer service ideas." """"Back to Top | Tell a Friend | Print This Page | Contact Us"""Patricia Fripp"527 Hugo Street %u2014 San Francisco %u2014 California 94122"Toll Free Nationwide: (800) 634-3035 %u2014 Phone: (415) 753-6556"Fax: (415) 753-0914 %u2014 Email: PFripp@Fripp.com"http://www.fripp.com """"" © 1995 - 2004 Patricia Fripp, CSP, CPAE - A Speaker For All Reasons - All Rights Reserved. (Added: 13-Dec-2004 Hits: 2177 )
CEO Of The Year -- The King Of Customer - by Doug Bartholomew
Tom Siebel's obsessions with customer service and technology have led to the founding of a successful company and a burgeoning industry (Added: 27-Jun-2005 Hits: 773 )
Scandic Hotel's Model Of Customer Service - by Ann Goodman
Rooms with a View of the future of customer service. Scandic Hotel's model of progressive management and green values registers big with its guests. (Added: 8-Mar-2005 Hits: 890 )
Cuckoo for Customers - Web Hosting - Rackspace - by na
Customer service is a huge issue in the webhosting industry. Learn how Rackspace has outdone its competitors to improve customer service, and retain its customers. (Added: 12-Jun-2005 Hits: 657 )
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