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customer service
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3 headnotes for customer service
More than 10.000 documents for customer service
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Customer service is an important ingredient of any agency's success. But it is only a small piece of the larger picture that agents should be worrying about. Agencies that are serious about being more customer-centric, or are determined to improve customer satisfaction and loyalty, should instead focus their time and resources on the entire picture -- fix the customer experience. Simply stated, customer experience is the sum total of the value a customer perceives of the interaction with your agency and how that customer feels emotionally about that interaction. Here are four guiding principles that should guide the agency's customer experience solutions. 1. Every interaction is personal and every customer has his or her own frame of reference. 2. Knowing your customer trumps internal p...
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This paper reports on a research project investigating the trade-offs between on-shelf availability and profitability of a major, perishable food category in the context of substitutability and consumer loyalty. Primary research was carried out with one major UK grocery retailer and one of its category suppliers to determine what an optimal level of availability might be to ensure maximum customer service and profitability, and view the effects of this trade-off on consumer substitutability and loyalty. The findings led to the development of a general matrix to assess on-shelf availability and prioritize stock keeping units. Assuming that products with high profitability should have high availability the matrix provides three strategic propositions for underperforming products: increasi...
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This case examines the airline industry in the United States as an example of customer service. It uses authentic customer service letters as a springboard for a broader discussion of the current condition of customer service. Anyone who has received customer service from a large organization can relate to the content of this case, perhaps adding their own experiences. The case is applicable to both undergraduate and graduate courses in strategy, marketing, customer relationship management (CRM), and customer loyalty.
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This research is a broad view of how customer service affects brand loyalty. The research discusses how today's economy is affecting brand loyalty and the aspects of what is most important to customers. Studies show that a customer develops loyalty towards a brand because they think that the brand is offering quality product or service at the right price. As soon as a customer knows that their purchase has value, they will then be encouraged to buy the products or services. Results show that branding is important, but brand loyalty is best generated by excellent customer service, especially in this day and age, and not by "traditional" branding activities. The research examines how marketing and customer service are now coming together to produce brand loyalty. This paper will also brie...
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More than 35% of all service requests are now being opened online via SupportNet. That's double the rate from just three years ago. Deflecting that volume of support interactions to the Web is saving Mentor Graphics approximately $8 million annually, and has helped improve customer support margins by 10%. In addition, [Christine EgIi] noted that customers currently rate SupportNet as a 6 on a 7-point scale.
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The purpose of this paper is to identify the importance of having effective marketing strategies and diligent customer service. This paper will identify and analyze business practices in differing cultures that have exemplary marketing strategies and customer service. We use statistical data collected from consumers and potential customers about service in the tourism sector, the food stores, government agencies and banks in the Bahamas, as well as samples of entrepreneurs from China, the United States and The Bahamas, and compare their demographic makeup and business orientation in an effort to show the entrepreneurial trends that exist.
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The concept of service with a smile is lost on the legal profession. No one would suggest that every attorney or firm has forgotten the value of proper customer service. But insiders agree that, in general, lawyers focus more on case law than comradeship. And worse than simply damaging professional relationships, this shortsighted focus on the procedural, at the expense of the personable, challenges the attorney's ability to properly represent the client.
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This study examined the factor structure of the 22-item Customer Orientation (Organizational Climate) scale developed by Kelley (1992). The scale was administered in a sample of Australian public sector service organization employees (n = 259). Exploratory factor analysis provided evidence that the scale is multidimensional, although a number of items in the 22-item scale cross-loaded on two factors. Removal of eight items resulted in a 14-item two-factor scale with all items loading cleanly on a single factor. The first factor related to aspects of competence which allow an employee to perform at a satisfactory level, while the second factor concerned elements of the environment in which the service is performed. Confirmatory factor analysis supported the two-factor structure. Reliabil...
