American Customer Satisfaction Index (ACSI)
The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer satisfaction with the quality of goods and services available to household consumers in the United States.
The Index is produced through a partnership among the University of Michigan Business School, the American Society for Quality, and the CFI Group. The University of Michigan Business School’s National Quality Research Center, which developed the methodology … [ Read more ]
Content: Online Resource | Sources: American Society for Quality (ASQ), CFI Group, University of Michigan Business School | Subjects: Consulting / Analytical Tools, Customer Related
Call Center Statistics
Web Call Centers Benefit Customers And Businesses
Companies hope that by linking Web sites and call centers, they’ll improve customer loyalty, attract new business, and cut costs. Those are all compelling reasons. But another driver behind the Web call center is more persuasive: Customers want it.
A Web call center can improve customer service and retention by providing a variety of self-care applications online, then backing up that convenience with the ability to … [ Read more ]
Content: Article | Author: Candee Wilde | Source: InformationWeek | Subjects: Customer Related, IT / Technology / E-Business
Call Centers: Here, There, And Everywhere
Article discusses the trends and issues involving distributing and/or outsourcing customer call centers.
Content: Article | Author: Norbert Turek | Source: InformationWeek | Subjects: Customer Related, Outsourcing / BPO
searchCRM.com
Billing itself as the Customer Relationship Management-specific search engine, this site offers a search feature, the latest CRM news, a best links section (broken into useful CRM segments), discussion forums, expert tips, CRM events, and a newsletter
Content: Online Resource | Source: TechTarget | Subjects: Customer Related, IT / Technology / E-Business
Value and Costs of Customer Satisfaction
Good Suppliers Don’t Assume – They Ask
A well-constructed customer survey can provide a wealth of vital consumer information. John Coldwell offers advice on the fine art of satisfaction polling.
Content: Article | Author: John Coldwell | Source: ManagementFirst | Subject: Customer Related
Seeking Definition – Customer-Service Subtleties
Sector? Application? Philosophy? All of the above and yet none of the above, “customer relationship management,” or CRM, is one of the past couple years’ most talked about—and most hazily defined—concepts.
Content: Article | Author: Brian O’Neill | Source: tnbt.com | Subjects: Customer Related, Marketing / Sales
Online Customer Service Stats
How to Attain Customer Loyalty
This is the second part of a two-part series on supply chain customer loyalty. Interesting issues addressed include the difference between satisfaction and loyalty and the correlation between employee loyalty and customer loyalty.
Content: Article | Author: Robert J. Dicello | Source: TechRepublic | Subjects: Customer Related, Operations
Customer Satisfaction vs. Customer Loyalty
The direction of marketing relationships
One of the most significant developments in the practice of marketing is the shift in emphasis to customer relationship management from a transaction orientation. There are ten forms of relationship marketing that can be grouped into the relational exchanges involving suppliers, lateral organizations, customers or one’s own employees or business units. The need for relationship marketing stems from the changing dynamics of the global marketplace … [ Read more ]
Content: Article | Author: Michael Rich | Source: ManagementFirst | Subjects: Customer Related, Marketing / Sales
Why Service Stinks
Studies by groups ranging from the Council of Better Business Bureaus Inc. to the University of Michigan vividly detail what consumers already know: Good service is increasingly rare (charts). From passengers languishing in airport queues to bank clients caught in voice-mail hell, most consumers feel they’re getting squeezed by Corporate America’s push for profits and productivity. The result is more efficiencies for companies – and … [ Read more ]
Content: Article | Author: Diane Brady | Source: BusinessWeek | Subjects: Customer Related, Marketing / Sales
Beware the 10 most dangerous species of help desk callers
Help desks deal with all types of users, and one tech has finally created a classification system that Darwin himself would be proud of. Here’s a lighthearted look at the users you love to serve but who often drive you mad.
Content: Article | Author: Jeff Dray | Source: TechRepublic | Subjects: Customer Related, IT / Technology / E-Business
Talking Heads – Are Chatterbots Useful?
This article examines a new artificial intelligence based virtual customer service solution known as a chatterbot.
Content: Article | Author: Matt Villano | Source: tnbt.com | Subjects: Customer Related, IT / Technology / E-Business
Customer Service Satisfaction Survey Templates
Measuring Customer Loyalty
An Eagle Eye on Customers
Article looks at the customer management software market, its players, and its implications.
Content: Article | Authors: Robert D. Hof, Steve Hamm | Source: BusinessWeek | Subjects: Customer Related, IT / Technology / E-Business
Customer Management Software Market and Implications
The Price Is Wrong
And customers couldn’t be happier. Why flat rates and fixed prices rule.
Content: Article | Author: Hal Cohen | Source: The Standard | Subjects: Customer Related, Pricing