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APRIL 16, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty built on company focus Cheryl April 16, 2010 Customer Service , Proactive 2 Comments I grew up in a very small town where we were mostly limited to one grocery store, one department store, one morning restaurant, and even one book store.

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SEPTEMBER 13, 2010

Of 11,000 American consumers surveyed, Empathica reported on Friday that 61.7%, a rise up from 55.2% Ages 45 to 54 topped the survey with the highest dissatisfaction numbers, and ages 55 to 64 had the largest percentage increase. So what does a survey like this tell us, and how can we benefit from such statistics? Of the 31.5%

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OCTOBER 28, 2010

Of course, companies use these customer feedback surveys to gain more insight into their brands, but I often wonder how does a company know how I really feel about my shopping experience without asking me to actually describe it? For sure they are less precise, but companies agree they are “good enough.&#

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OCTOBER 29, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Look after your staff and they will look after your customers Cheryl October 29, 2010 Customer Service , Employees , Specific Companies No Comments Fortune magazine rates the top ten best companies to work for every year and interviews someone from each organization.

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OCTOBER 13, 2010

Cheryl October 13, 2010 Customer Service , Customer Service Experience , Surveys No Comments Empathica, a customer service management firm, surveyed 3,000 U.S. The Empatica survey found that one in five women “never&# eat at restaurants while one in ten men “never&# eat at restaurants.

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AUGUST 12, 2010

Customers may leave because they don’t like your product, their friends have influenced them to move to another company, or the competition simply has you beat, but according to statistics, most customers leave because of a change in attitude or indifference by the business.

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JUNE 22, 2010

Using a simple, quick customer survey can show us how our staff meets commitments, how flexible they are as well as their working knowledge, and surveys are easily adaptable to a company’s own needs. I do think that surveys have to be specific to a company and its particular venue.

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MARCH 31, 2010

Curious as I was since reading this, and since journalism and real estate both encompass miles of traveling, I intentionally stopped at various different toll booths along the Florida Turnpike yesterday and today and conducted a quick survey among the toll collectors.

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AUGUST 27, 2010

The successful company focuses on its customers, and in order to do that, leadership has to be involved and focused on improving employees and all business processes. So how does a company become process-focused? First, each company has to prepare. Companies need a mission statement so they can identify their key processes.

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SEPTEMBER 23, 2010

A company can generate a monthly newsletter. How did your company accept suggestions, and what did you do to improve your services? At Keyes Company Realtors, we have several affiliates who provide excellent customer service and related services that enhance the “customer first&# image the company strives to maintain.

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FEBRUARY 17, 2009

Consider a customer satisfaction survey as an example. A company I work with now uses the software the general method I outlined in my post. It takes one person at the company about 5-15 minutes to send out a survey and start getting responses. How can you make them easier for people to do? No related posts to display.

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MAY 13, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer feedback; an important tool for success Cheryl May 13, 2010 Customer Satisfaction , Proactive 2 Comments Ask a customer what they want from your company or service, and they will tell you. Take the example of an internet shoe company.

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OCTOBER 8, 2010

When asked if Ford might consider lifetime warranties, the company commented that longer warranties allow customers greater potential for abuse. Customer relationships are based on a company’s service especially in the auto industry. Companies can not take the customer for granted and need reliability and flexibility.

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MARCH 10, 2010

Humor seems to always appeal to the masses, and the new Zappos commercial successfully calls attention to the company by creating the perfect juxtaposition of funny puppets speaking over the phone and cleverly incorporating a customer service message. How to get a customer service job Last week my friend Sara went on an interview at.

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APRIL 2, 2009

A lot of companies don’t really track contact volume objectively. If Mondays at noon are usually busy, then the company increases staffing accordingly. Some companies need to staff more in the beginning of the week, others seem to be busier at the end of the week. What contact volume metrics do you track?

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OCTOBER 25, 2010

It helped companies maintain and improve customer relationships and hone in on the most successful and promising target audiences. The expansion of the social media therefore requires companies to be aware of what is being said about them and who is saying what about them. It can give the names of their children or favorite charities.

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JUNE 8, 2010

That teamwork eventually evolved into a company boasting 62,000 support personnel, 7,000 branches, and 800,000 vehicles. Regularly surveying customers, but keeping questions targeted to one specific area could evaluate the company’s progress. The Enterprise Way has been a cautious company growing with limited risk.

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Customer Service Staples Etiquette 2010 40

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OCTOBER 6, 2010

Take for instance the example of a title closing company here in South Florida. Home builders providing better customer service According to a JD Powers customer satisfaction survey, Canadian home. What makes some companies stand out? has extended the First-Time Home Buyer Tax Credit. If I shop at Walmart for a pair of denim.

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Customer Service Fax Etiquette 2010 40

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MARCH 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries. In Europe it is not.

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JUNE 11, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees. Next year’s surveys should be even more interesting.

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SEPTEMBER 7, 2010

Cheryl September 07, 2010 Customer Satisfaction , Specific Companies No Comments Customer loyalty is the attitude of a customer when he purchases a particular product of a particular brand over another. We want favorable behaviors from companies. For instance, let’s take the example of the successful clothing company Patagonia.

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JANUARY 29, 2010

My friend Tom lives in the South Florida area and provides the personal touch; his company is small and local which gives him intimate knowledge of the immediate marketplace. Two years later, that same homeowner where Tom apologized and rectified his mistakes called for Tom’s company to do a job for her.

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JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. A lot of companies are in fiercely competitive industries.

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APRIL 22, 2010

Internal customer service provides our coworkers within our company information or services. For instance, in the real estate business someone from our marketing department asked me today to attend a woman’s business luncheon and represent our company for a charity fundraiser. Don ‘t withhold relevant information.

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FEBRUARY 19, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Publix on top of American Customer Satisfaction Index Cheryl February 19, 2010 Culture , Customer Satisfaction , Customer Service , Specific Companies No Comments In the lead since 1994, Publix scores the highest marks for customer satisfaction with products and services.

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OCTOBER 22, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives How to overcome negative brand perception Cheryl October 22, 2010 Customer Satisfaction , Customer Service Experience , Specific Companies 1 Comment It’s the elephant in the room when consumers become disenchanted with a company’s brand.

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MARCH 12, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty and Toyota Cheryl March 12, 2010 Behind the Scenes , Customer Service , Specific Companies 2 Comments There have been 8 million Toyota vehicles recalled. Customer loyalty built on company focus I grew up in a very small town where we.

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AUGUST 31, 2009

One thing I noticed after I ordered something I didn’t actually need was that Amazon has what is probably the simplest return process I’ve ever seen from any online company. This isn’t surprising given how Amazon works in general, but it’s an excellent return process that any company could learn from.

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MAY 15, 2009

Some companies go all out and have glass or otherwise transparent/translucent walls and really fancy office designs that are specfically laid out to encourage openness and free communication. A lot of companies underestimate the importance of the physical layout and design of their workplaces.

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NOVEMBER 6, 2009

Where exactly escalations originate from depends a lot on the particular company and how its customer service organization is setup. Policy creation, personnel management, interviewing, etc. The escalations might come down from the CEO or the President, across from PR or the Internet, or up from floor supervisors and regular agents.

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Customer Service Etiquette Policies 2006 40

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APRIL 30, 2009

Odland said that if everyone at Office Depot knew as much as he did (in terms of cause and effects, how actions fit in with the rest of the company, etc.), the company would be much more cohesive and efficient. Think about some of the ways you can share more company information with your employees.

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MAY 12, 2010

Needless to say, “word of mouth&# is likely to discourage my sphere of influence about doing business with this company in the future. Perhaps the following suggestions might enhance any company’s customer satisfaction experience: Employees have to know that customers are number one. Use customer service surveys.

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MAY 26, 2010

Guest Writer May 26, 2010 Culture , Little Things, Big Differences , Specific Companies No Comments We’ve all heard the saying “it starts at the top.” Typically, it’s in reference to how the attitudes of company leaders determine the attitudes of that company’s staff members.

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OCTOBER 26, 2010

More than price, since companies vie for the best prices all the time, is to make truly lasting impressions in order to win customer loyalty. Companies may have larger, more inviting stores, but providing superior service is still what sets apart Zappos from ABC Shoes. Don’t make excuses when your company messes up.

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MARCH 3, 2010

Like last year, I want to do a brief writeup on the companies and the process. Videos let you see (literally and figuratively) what companies do and how they work. They’re also interesting because they are more reflective of the type of culture the company has. The winner this year was a company called Pet Relocation.

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SEPTEMBER 8, 2010

Top companies recognize how this tremendous force can bring customer satisfaction, able suppliers to productively be in involved in the company’s best interest, and consequently mean profitability as all the cogs operate in a synchronized manner. Have focus groups; consider an employee survey.

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AUGUST 30, 2010

She started her company a few years ago when she decided she no longer wanted to be a banker, and in the back room of her home and a two-car garage to warehouse merchandise, her business has grown by leaps and bounds. Gave Arnold said: Aug 30, 10 at 9:46 pm A help desk has also helped my company a lot. But not “personal.&#

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