Tagged News
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Consumers say Online Reviews Greatly Impact Buying Decisions
May 1, 2013 7:18 AM
This is the last in a blog series on an important customer service study by Dimension Research. All survey participants were asked if they had seen online reviews of customer service. About two-thirds of participants reported that they did recall reading these online reviews. Review sites were the most... more » -
Elephants and Customers Never Forget!
April 29, 2013 4:15 PM
This is the third post in our blog series commenting on the recent study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value It turns out that elephants aren't the only ones who never forget! Customers are right there with them, especially if it has... more » -
Tremendous Impact of Good & Bad Service on B2B Sales
April 29, 2013 3:35 PM
This is the second post in our blog series commenting on the recent study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value A recent survey of mid-sized company customers showed a strong and direct correlation between customer service levels and future spending (83%), especially... more » -
What Makes Customer Service Interactions Good or Bad in the Eyes of the Customer?
April 15, 2013 2:23 PM
An April 2013 Customer Service Study by Dimensional Research pinpointed what makes customers of mid-sized companies happy and what leaves them in dismay. This is the first in a series of blog posts about the important results of this study. What made their customer service experience good: 1. Problem was... more » -
Employee Appreciation = Great Service!
February 26, 2013 2:56 PM
This Friday, March 1st is Employee Appreciation Day . It's not too late to think of ways to show your appreciation to staff. This is particularly important for your customer service staff. Why? Study after study show that engaged and appreciated employees provide better service to customers. This of course... more » -
13 Steps to Better Customer Service in 2013
January 3, 2013 10:03 PM
We all resolve to do better in a New Year, but how many of us really make a plan? What if you had a concrete plan for customer service improvement for each month of the year? Since that makes 12, throw in a bonus 13th to make 2013 a... more » -
Why NOT Do What the Customer Asks
January 13, 2012 3:56 PM
The customer is not always right and you should NOT always do what they ask. Hopefully you know your products and services better than your customers. For this reason, you must remain the expert when it comes to recommending how and when these products and services should be used.... more » -
What I Learned Car Shopping
December 12, 2011 7:19 PM
I recently helped my daughter shop for a car. Next to having teeth pulled, I would rate this as one of my favorite activities. To my pleasant surprise, we encountered many very professional salespeople. Kudos to an industry that is obviously stepping up their game. While many of the... more » -
Are You Giving Customer Service Tricks or Treats?
October 25, 2011 9:08 AM
With a birthday the week of Halloween, you can believe that I have lots of memories of Tricks and Treats over the years… (we won't mention how many years... that would be too SCARY!!) So what are YOU giving customers these days? Tricks or Treats?!? What in the world... more » -
The 3 Time Zones of Customer Service Training
September 21, 2011 9:33 AM
When training staff on customer service improvements, we often only talk about what is done during the sale in front of the customer. It can be useful to separate tasks and objectives into three time zones: BEFORE the transaction or service starts, DURING the purchase or service, AFTER the sale... more » -
Does Your Customer Service have Vision?
May 25, 2011 10:17 AM
Living in a market with virtually no direct flights to anywhere, Shreveport, Louisiana residents like myself were excited to learn that discount Vision Airlines is now serving our market with direct flights to my personal favorite vacation spot, Destin, Florida. In a new market promotion, we were able to buy... more » -
Consumers Worldwide Value Customer Service -- But Businesses Aren't Measuring Up
May 19, 2011 11:41 AM
Consumers Worldwide Value Customer Service -- But Most Feel Businesses Aren't Measuring Up In countries around the world, a majority of consumers are willing to spend more with companies they believe provide excellent customer service -- with the average amount they are willing to spend ranging from 7% to 22%... more » -
Your Customer Service Training May Need New Scripts for Difficult Customers
May 19, 2011 11:40 AM
Common Phrases Are Cringe-worthy Businesses may want to ditch their traditional service scripts. Customers are irked by three of the most frequently-used customer service phrases -- with the Internet generation particularly put off by not getting a quick answer and people 50 and older grimacing over hold music. ... more » -
Americans Spend 13% More if Customer Service Excellent
May 19, 2011 11:34 AM
Americans are placing an even greater premium on quality customer service this year. In a stronger economic environment, seven in ten Americans (70%) are willing to spend an average of 13% more with companies they believe provide excellent customer service according to a recently released study by American Express. This... more » -
How to Handle Institutional Complaints
April 27, 2011 12:51 PM
As a customer, have you ever been frustrated by the way a company does business? Case in point would be the times you are standing in line behind 10 other customers at Walmart! As you wait not so patiently, you notice that only 5 of their 20 registers are... more » -
Are Your Customer Service Benchmarks Outside the Box?
April 19, 2011 11:04 PM
An article in Healthcare Finance News suggests that Healthcare firms need to start benchmarking their healthcare customer service against firms outside their industry primarily because the level of healthcare customer service is so dismally low overall. The article notes that patients do not stop being a customer when they... more »