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Complex Systems The Source of Majority of Customer Service Failures - Part I by Robert Bacal - by Robert BacalWhy is it so hard for organizations to improve customer service? You'll be surprised at the answer. It's not a result of lack of commitment, or poor hiring. Unfortunately, it's unlikely that this source of problems can be remedied. (Added: 13-May-2011 Hits: 85 )
The Chimera of Customer Satisfaction in the Utility Sector: - by na
EcoAlign, a strategic marketing agency in the energy sector, released the findings today of a consumer survey examining customer metrics utilized in the utility sector and other sectors, including customer satisfaction scores and alternative customer metrics. One thousand Americans nationwide responded to the survey conducted in September 2011. EcoAlign conducted the survey in conjunction with the Customer Care Research Consortium (CCRC). """The survey findings reveal a strong foundation of customer satisfaction and consumer trust in the utility sector which utilities can build on," stated Jamie Wimberly, CEO of EcoAlign. "Yet the traditional focus on customer satisfaction has produced a paradox in that the score may not reflect what is actually going on in regard to customer operations or service levels due to the fact that customer satisfaction in the utility sector is largely driven by exogenous factors such as price. Moreover, a key challenge will be to align future utility customer operations with evolving (Added: 18-Nov-2011 Hits: 83 )
Customer service myths, half-truths and nonsense | Forrester Blogs - by Kate Leggett
It is often said that managing a call center is more of an art than a science. Some customer service managers use standard operational metrics to manage their business to - like average hold times (AHT), first contact closure rate (FCR) agent, agent productivity numbers, escalation rates, etc. Others apply established customer service best practices to their organizations without understanding the intent behind these best practices. Yet other companies adopt the current trends without an analysis of their strategic importance.""Here is my list of "half truths and total nonsense" about management philosophies and technologies in customer service. Which ones resonate with you? Which ones do you believe are not myths and work for you? (Added: 4-Feb-2011 Hits: 219 )
Patricia Seybold Group - Supporting the Customer Chain - by Ronnie Marshak
No matter what kinds of products or services you offer, the chances are good that you have more than one set of customers. You have end-customers--the people who use or consume the products or services you provide. You also have people who pay for those services--who may or may not be the same people who use them. You may also have many layers of customers and partners who package, deliver, sell, service, and empower your end-customers. Each of these distribution partners and/or customer types form part of a complete customer chain--with many links between your firm or department to your end-customer.""In order to design, nurture, and streamline your customer-centric ecosystem, you'll need to become clear about and build consensus about all the different types of customers in your customer chain. The people at each level have goals to meet and needs to satisfy. (Added: 22-Jan-2011 Hits: 210 )
Who NOT To Listen To About Customer Service Improvements - by Robert Bacal
There is so much bad information on the Internet by self-styled experts that only have homilies and exhortations to give. It doesn't work. So, who to listen to about improving customer service? Here's some thoughts. (Added: 13-May-2011 Hits: 172 )
Customer Service, But at What Cost? - by na
We talk a lot in this space about doing whatever is necessary to serve the customer, as we consider the customer to be the lifeblood of every business. But oftentimes, skeptics counter with talk of fiscal responsibility. Their fear is that the floodgates will open, customers will take advantage of the company%u2019s desire to please them, and make unreasonable demands, ultimately leading to the company%u2019s financial demise (Added: 11-Feb-2012 Hits: 158 )
Complex Systems The Source of Majority of Customer Service Failures - Part I by Robert Bacal - by Robert Bacal
Bacal explains why most speculations about what is causing poor customer service are both wrong, but a little right in his part 1 of an application of system thinking to improving customer service. (Added: 4-May-2011 Hits: 193 )
Introducing Forrester's Online Customer Service Functionality Benchmark - by na
Forrester has launched the Online Customer Service Functionality Benchmark, a new tool to help eBusiness professionals assess the performance of their online customer service functionality and gain insight into their competitors' strengths and weaknesses.""This review assesses the availability, accessibility and functionality of online customer service channels. Our approach follows three steps: (Added: 28-Dec-2010 Hits: 246 )
Free Reprintable Shareable Customer Service Articles - by Robert Bacal
Looking for free, reprintable articles about any and all customer service topics. Start here. new (Added: 12-Apr-2012 Hits: 1 )
Free Customer Service Quotes - by na
Need a quote about customer service? Here's some good ones you may not have come across (Added: 17-Dec-2010 Hits: 307 )
Is Your Customer Experience Deliberate? - by Tom Hughes
Every auto body shop, auto glass company, and every other business for that matter, needs to ensure that it knows the specific experience it wants to provide its customers, and that its employees can clearly articulate the customer experience the business intends to deliver. (Added: 31-Oct-2011 Hits: 74 )
A Typical Day - Why Technology is Worsening Both Customer Service and Customer Experience - by Robert (Bob) W. Lucas
Find out why there's almost no chance that technology will improve the customer service you will receive. (Added: 13-May-2011 Hits: 175 )
Ah!DarnCustomers - Android Apps on Google Play - by Robert Bacal
An Android app for customer service reps and those interested in customers? We created one, and it's the first of its kind. And it's free. new (Added: 12-Apr-2012 Hits: 2 )
Customer service directors: A behavioural competency framework - by na
This report defines the behavioural competencies that customer service directors need to exhibit in order to perform well. It's based on 18 months research by Glowinkowski. (Added: 6-Sep-2010 Hits: 163 )
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