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Measuring the Impact of Social Media

Customers Rock!

Companies such as Best Buy and Verizon (where I was most recently actively engaged in this as the community program manager) see these gains and are able to use them to calculate an ROI on their communities. While we are on the subject of online communities, there are other benefits that can factor into the ROI equation.

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How Big Corporations Are Cutting Their Energy Usage

Eco-Office Gals

Its focus is to train 100 graduate students each year about the fundamentals regarding energy efficiency so that they will be well-equipped to go into Corporate America and share the knowledge that they have with the places where they intern. In 2008, they created a program that is called the Climate Corps.

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The New Role of the Executive Assistant

Worxbee

This Build Remote article reveals a list of companies that are sticking with remote work, with big names such as Twitter, JP Morgan, Verizon, and Deloitte among them. . To that end, more and more companies are announcing that their workers can keep working virtually, either full-time or at least a couple of days each week.

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Customer services rate customer service

Service Untitled

The longest wait was with Dell (27 minutes), and Verizon phone (26 minutes) while the fastest customer service representatives were from Amazon (under a minute), Hyatt ( two rings for reservation assistance), and T-Mobile (answered by a United States customer service representative). photo credit: Ryan Q. Can you really rate customer value?

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Service Untitled» Blog Archive » Customer Service Pet Peeves

Service Untitled

Training representatives and putting processes in place to avoid blind transfers is not rocket science, but a majority of companies still do blind transfers more often than not. The four examples above are good examples of broad categories of customer service frustrations.

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Service Untitled» Blog Archive » Perception is key to customer.

Service Untitled

Let’s take the example of waiting in a Verizon store for the next available agent. Through training, monitoring, coaching, practice and new policies, employees understand that customers are driven by what they think about a business or service, and we want them to see positive perceptions.

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Don’t hold back AT&T customer service agent

Service Untitled

It all goes back to the careful hiring of employees, the training of employees, and the positive support from supervisors to CEO’s. Still it seems to be even more appalling when customer service agents lose their professionalism and both embarrass and cost any company the loss of reputation and business by such outrageous behavior.