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CRM
April 1, 2007
Coreen Bailor |
Winnowing Customer Care Woes Craft applications with touch-tone and speech-enabled IVRs based on customer needs.   |
CRM
December 2012
Kelly Liyakasa |
Telecoms Grapple with Support Inequality Carriers struggle to offer effective service to all customers. |
CRM
April 2015
Leonard Klie |
The Switching Economy Hits Home Poor customer service accounts for most company defections. |
PHONE+
June 19, 2009
Khali Henderson |
Optimum Business, Verizon Top J.D. Power Poll The study measures customer satisfaction with providers of telecommunications data services, such as cable modem, DSL, T1, T3/DS3, Ethernet and frame relay. |
Insurance & Technology
July 8, 2007
Nathan Conz |
Insurance Call Centers Lag Behind Other Industries, But The Hartford Is a Diamond in the Rough A recent study shows that the insurance industry still has a way to go when it comes to call center satisfaction. |
Bank Systems & Technology
January 31, 2006
Robert Wollan |
CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand. |
Entrepreneur
December 2004
Mike Hogan |
Tall Order Cellular carriers have been busy improving call quality, but will it last? |
InternetNews
October 26, 2007
David Needle |
Report: Buying Wireless Becoming More of a Hassle Sales staff and long waits aren't winning over wireless customers. |
InternetNews
May 24, 2010 |
Microsoft Scores Good Will With Windows 7 Prominent measure of customer satisfaction finds that Microsoft's stock is rising in the public eye following the generally well received release of Windows 7. |
The Motley Fool
August 2, 2010 |
Sprint's Hidden Upside Sprint Nextel reported earnings last week, and one of the big points of the conference call was what CEO Dan Hesse called a "two-and-a-half-year companywide obsession" with customer satisfaction. |
BusinessWeek
March 5, 2007 |
What It Takes To Be A Winner How the winners of Customer Service Champs were determined. |
Insurance & Technology
March 9, 2007
Nathan Conz |
The ACSI Shows That Insurance Companies Are Improving Customer Service A crowded insurance marketplace means that consumers who are not satisfied with a carrier's quality of service can find viable options elsewhere. As a result, more and more insurers are making concerted efforts to improve their customer service. |
InternetNews
October 13, 2009 |
Apple iPhone Tops BlackBerry in Business: Study BlackBerrys may be the favorite of IT directors, but iPhone wins with consumers. |
The Motley Fool
June 11, 2010
Rex Moore |
Airlines Turn the Corner Profits are down, but passenger satisfaction is up. |
CRM
October 2011 |
Redefining IVR's Role Pays Off American Express ranked first among 10 of the largest card issuers in the United States in each of the six factors that J.D. Power & Associates evaluates: interaction, credit card terms, billing and payment processes, benefits and services, rewards, and problem resolution. |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
Registered Rep.
July 22, 2009 |
Edward Jones, LPL, Schwab: Keeping Clients Happy FAs, you better be at the top of your game. |
Bank Systems & Technology
May 21, 2009
Maria Bruno-Britz |
J.D. Power Report Says Banks Must Address Steady Decline in Customer Satisfaction J.D. Power & Associates' Retail Banking Study found a significant percentage of consumers are dissatisfied with their banks, marking a continued decay over the past three years. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
CRM
November 16, 2010
Lauren McKay |
Facebook Flounders in Customer Satisfaction For the first time ever, the American Customer Satisfaction Index E-Business Report included social media Web sites in its annual survey. |
Information Today
April 29, 2010
Peggy Garvin |
Two New Reports Assess Use of Government Websites ForeSeeResults.com and the Pew Internet Report have collected information on internet users' search for government data. |
BusinessWeek
February 21, 2008
Jena McGregor |
The 2008 Winners Overall, customer service has dipped, perhaps a victim of spending cutbacks. But there's good news, too |
Information Today
July 31, 2008 |
ACSI's E-Government Satisfaction Index Shows Improvement Citizen satisfaction with federal government websites ended a losing streak by improving for the first time in a year. |
PHONE+
July 28, 2009
Cara Sievers |
Surprise Surcharges When comparing rates during the quoting process or working with a customer to decipher line items on bills, agents often come up against hidden charges and are forced to provide an explanation for the fees. |
CRM
November 2014
Leonard Klie |
Customer Satisfaction Plunges Again American Customer Satisfaction Index sees one of its biggest drops in 20 years. |
InternetNews
November 14, 2008
Judy Mottl |
Tough Economy Not Hurting Smartphone Sales Mobile phone users are increasingly happier with devices and willing to pay more for feature-rich handsets and data services, according to a new report. |
The Motley Fool
March 5, 2008
Selena Maranjian |
You Can Get Some Satisfaction Some companies are getting better at pleasing consumers. |
CRM
September 1, 2009
Christopher Musico |
Jetting to a Better Customer Experience The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores. |
InternetNews
August 16, 2005
Susan Kuchinskas |
Yahoo, Google Tops in Satisfaction Study Users like what they find on Google and Yahoo and are increasingly pleased with AOL, a new study finds. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
Financial Advisor
May 2012 |
Satisfaction A job satisfaction study by J.D. Power found that financial advisors' happiness with their work is most dependent on their firm's performance. |
CRM
April 1, 2006
Coreen Bailor |
Market Focus: Telecommunications: Sharpen the Focus on Agent Training/Answering the Call Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services. Poor customer care can quickly translate into lost business. |
CRM
December 2013
Leonard Klie |
Despite Outages, Customer Satisfaction with Electric Utilities Brightens Improved communication in Web self-service and proactive outreach have bolstered customer sentiment, according to a J.D. Power study. |
AskMen.com
Dimitri A.C. Ly |
How To: Deal With Customer Service These tips on how to deal with customer service will increase your chances of getting the good service you deserve. |
PHONE+
May 20, 2009 |
Telco Customers Not Satisfied Even the U.S. Postal Service ranked higher in customer satisfaction than the telecom industry, according to the American Customer Satisfaction Index. |
| PHONE+ |
PHONE+ Asks: How Will Carrier Consolidation Impact the Agent Channel? Several agents weigh in on this question. |
CRM
August 1, 2005 |
Statistically Speaking 41% of enterprise customers are truly loyal to their wireless service providers... 40% of all companies are planning to purchase hosted CRM app solutions over the next year... 27% of all emails sent to high-tech companies were ignored completely... etc. |
InternetNews
December 30, 2009 |
Amazon Tops in E-tail Customer Service ForeSee Results has ranked the largest online retailers' customer service and found that Amazon has pulled ahead of Netflix to take the lead. |
PC Magazine
July 29, 2008
Segan & Griffith |
The Best (and Worst) Tech Support in America Find out what vendors you should buy from in the future to get the most satisfaction from your tech. |
CRM
April 10, 2015
Mike Hennessy |
The Downside of Automated Responses Responsibility and strategy are key to using this growing technology. |
Pharmaceutical Executive
February 1, 2011
Scott Moldenhauer |
Accelerated Evolution Adapting training techniques for pharmaceutical sales representatives is necessary to thrive in the fact-changing dynamic of a physician's office |
Registered Rep.
July 10, 2006
Halah Touryalai |
Survey Says: To Get More Assets, Do Well for Current Clients When it comes to investing, the bottom line for your financial advisory clients is, well, the bottom line. Sounds obvious, right? Still, you might be surprised at how important satisfying client demands is to your business. |
Insurance & Technology
July 12, 2006
Maria Woehr |
Digging for Dollars The insurance agent often is portrayed as going door to door with an oversized briefcase brimming with paper applications. While that might have been so in the 1950s, today, selling insurance means connecting with the customer, and it takes more than just a smile and a shoeshine. It takes knowledge. |
CRM
January 15, 2013
Leonard Klie |
Brands Continue to Fail Their Customers New research from Forrester shows customer service hasn't improved all that much in the past year. |
PC Magazine
August 21, 2006
Cade Metz |
The 19th Annual Reader Satisfaction Survey Whose PCs and printers are the most reliable? Who offers the best support? Users detail their experiences. Get the facts in this annual users' choice report. |
InternetNews
January 11, 2006
Tim Gray |
VeriSign To Acquire CallVision VeriSign, a provider of SL certification, today said it is acquiring CallVision in a net cash deal worth $30 million. |
Financial Planning
June 1, 2007
Kathy Gevlin |
Advisor Pulse The happiest financial advisors really do put their clients first, asserts the first study of advisor satisfaction. |
Insurance & Technology
May 2, 2008
Nathan Conz |
Managed Competition in Massachusetts Leads to Technology Challenges April 1st marked the beginning of the Massachusetts' new and less-regulated automobile insurance system, known as managed competition. The switch will be a huge change - particularly from an operations and technology standpoint. |
Insurance & Technology
February 5, 2010
Anthony O'Donnell |
IVANS: P&C Insurers Prioritize Retention, Compliance and Operational Transformation in 2010 IT Spend Facing a negative outlook, insurance carriers are investing in IT to shore up their customer base, prepare for an evolving regulatory compliance regime, find customer retention, and find new sources of efficiency. |
PHONE+
December 30, 2009
Cara Sievers |
Back Office: What Do You Need to Run an Agency? To be able to concentrate on selling to current customers and generating relationships that will hopefully create new customers, agents must be cognizant of everything that needs to happen smoothly behind the scenes. |
