For many companies, improvements in technology over the past few decades haven’t improved their customer service. In 1976, a White House study found that only 23 percent of customers were completely satisfied with companies’ solutions to their problems, while 44 percent said that solutions companies provided were at least acceptable. Today, the percentage of customers […]
Tag Archives | customer service
Customer care or service quality or quality of service seems to be a fallacy nowadays. The truth that some of us tend to forget sometimes is that we are all customers and we are all consumers. We do care about many things, price, attributes, convenience, product quality, but, what about service quality? According to Zeithaml, […]
While it’s always preferable to solve a customer’s problem first with automation, which means less friction for the customer and less cost for the company, the fact is that most companies’ self-service offerings are nowhere near advanced enough yet to be able to deal with all the exceptions and unanticipated circumstances that might give rise […]
Editor’s Note: Jim Cucinotta is a very senior executive, with over 20+ years of experience in leading sales, marketing, and operations teams. He is also an author on Flevy. You can view his firm’s business training guides here. * * * * We hear a lot about customer satisfaction, servicing the customers’ needs, and being customer centric. But […]
You’ve been told you should be measuring your customer satisfaction, but you’re wondering if it’s really worth it. Or, maybe you’re trying to drive sales growth and wondering whether improving your customer satisfaction will help. Well the short answer is “yes, customer satisfaction has been proven to drive sales growth.” Improving your customer satisfaction really […]
As 2014 wound down, I took the time to pause, and look ahead to what top customer service trends will surface in 2015 and beyond. Good service — whether it’s to answer a customer’s question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and pre-emptive […]
Company websites serve businesses in a variety of ways. To some, it’s the mecca that showcases all of your best work. To others, it’s a way to capture leads. However you categorize your company website, the fact is it projects your brand’s digital presence. It can also be a helpful tool in serving customer needs […]
One of my early roles was in a Call Centre environment, but I still see the same culture 15+ years later! We only received inbound calls, so invariably people always had questions or problems they needed solving. We were called ‘customer service’ but, we were actually just a sales team. I was a fantastic salesman, […]
A product is a tangible thing. From the framework of relationship marketing theory, a product can never create or maintain a connection. This ability to develop long lasting relationships falls to the customer service team. Customer care is more than simply fixing problems. It is establishing a continual link between your customer and your business. […]
Savvy dreamers have been creating their own businesses for as long as there’s been a reason to trade with others. Those owners who rose above their peers did so because they better understood their communities and the needs of their customers. Today, learning how to turn your venture into a successful small business is still […]
It always takes more to retain customers than to create new in a highly competitive marketplace. With the growing customer awareness and their increasing demands, it is highly important for the business owners to provide high levels of customer satisfaction. Customer satisfaction is a simply a measure of a particular product or service’s ability to […]
Popular Documents on Flevy
- 3 Powerful Frameworks for Analyzing the Competitive Landscape
It goes without saying that understanding the competitive landscape is crucial to identifying competitors and succeeding in the market. Consulting firms, ...
- 4 Effective Ways to Manage Resources More Efficiently
All workplaces are an integration of numerous departments working together as one to ensure the business runs smoothly. Almost every sector is reliant on o...
- Eliminate Non-Value Added Activities in Your Organization
Recession or boom, companies need to sharpen their competitive edge by applying Lean Management principles to cost reduction—that is, the elimination of no...
- The Complete Guide to Product Adoption: from Product Life Cycle to Customer Decision Journey
Product Adoption is a compelling and important topic. It affects every single business. There are numerous whitepapers, frameworks, and discussions foc...
- Project Management vs. Change Management
I will probably incur the wrath of many a Project Manager with this post, but, hey, I have had that happen to me many times when working with them on vario...
- Industry Value Chain: Understand its Importance and Application to the Mining Industry
Editor's Note: Ganesh Rajagopalan is a seasoned management consultant and former investment banker. He is also a leading author on Flevy, having published...
- Continuous Improvement 101: The Deming Cycle (PDCA)
"Continuous Improvement" is a term management consulting firms love using. It's also a driving principle behind Lean Management. So, how can we achieve...
- What Is Value Based Management (VBM)?
Value Based Management (VBM) is a management philosophy that states management should foremost consider the interests of shareholders in its business actio...
- Recommended Documents by Business Topic
UPDATE: This article will no longer be updated. All updates are now being made directly to our Business Toolkits section. Due to the rapid growth of ...
- Do You Know All the KPIs for a Manufacturing Operations Manager?
This is an exhaustive list of Key Performance Indicators (KPIs) for a Manufacturing Operations Manager. These KPIs are aligned with Lean initiatives--sp...