CustomersAreAlways: Research Archives

Research Archives

Jun30	Poll: Why Do You Stay in a Job You Dislike? Maria Palma June 30, 2008 Know More: Employees, Research As I study all the different reasons why the state of customer service has declined, a clear answer emerges... People hate their jobs. They're the people who shouldn't be answering the phones... But what boggles my mind is why people... Posted at 9:17 PM \| Permalink \| Comments
Jun30	An Interview With Frank Martin of Martin Research Maria Palma June 30, 2008 Getting feedback from customers and knowing what they like or don't like about the company are things companies should know or want to know. How do you know if you're improving as a company? What areas should you improve upon? ... Continue Reading Posted at 12:28 PM \| Permalink \| Comments
May21	Another Quarterly Customer Service Survey, Results Not Surprising Maria Palma May 21, 2008 Well, the results are in. The quarterly survey put out by the American Customer Satisfaction Index has been revealed and Rob Pegoraro of The Washington Post shares with us a review of the scores which surprisingly, are not surprising. I... Continue Reading Posted at 10:58 AM \| Permalink \| Comments
Apr30	Not Very Surprising Customer Service Statistics Maria Palma April 30, 2008 Here are a couple of interesting customer service statistics... According to The Retail Consumer Dissatisfaction Survey, 33% of people can't find a salesperson when they shop and 25% are ignored by associates (Source). These stastics are not surprising to me... Continue Reading Posted at 8:14 PM \| Permalink \| Comments
Mar10	Is Cost and Time Getting In the Way? Maria Palma March 10, 2008 What do you know about your customers? How are you gathering that information? Customer World has an interesting post with some statistics from a recent survey conducted by CMO Council. Here are a couple worth noting: 49.1 percent of respondents... Continue Reading Posted at 1:05 PM \| Permalink \| Comments
Jan23	Customer Service Improves in the UK Maria Palma January 23, 2008 According to this article at SME Web, customers are happier with service in the UK. The study was conducted by the Institute of Customer Service and offers us a little hope that companies are indeed recognizing the importance of... Continue Reading Posted at 5:15 PM \| Permalink \| Comments
	What Do Your Global Customers Expect? Firing Your Customers Revisited The Correlation Between Experience and the Bottom Line Surveys vs Focus Groups Companies Receive Top Honors in Customer Service and An Olive Garden Experience 3 Key Areas Where Online Retailers Are Failing Retail Customer Service Study Wireless Customer Service: Hot Topic of Conversation My Top 5 Trusted Brands The Latest American Customer Satisfaction Survey Sprint Makes the Top 10 List...On the Hall of Shame Customer Frustration: What’s Causing It? How Sleep Affects Customer Service The Single, Most Effective Way to Increase Customer Satisfaction Customer Satisfaction At Its Highest Music and Its Effect on Customers and Employees Find Out What Your Customers Really Think New Survey: Top 10 Retailers With the Best Customer Service Quality vs Quantity New Customer Service Survey Tips On Choosing the Best Customer Survey Tool Customer Service in the Computer Industry Gets Better Customer Service Study by Accenture Ltd. The 15 Customer Service "Competencies" The #1 Source of Stress in the Workplace Employees With Customer Service Skills in England a Rare Breed There Are Still Companies That Don't Have a Complaint System? Lexus Comes in #1 For Customer Service Vote on the Industry With the Worst Customer Service The Biggest Mistakes Salespeople Make In B2B Grade Customer Service in the United States European Industries Put to the Test The Effect of Products Being Unavailable Results of Transversal's Annual Survey of Web Companies "Customers Say What Companies Don't Want to Hear" Here's the Best At Customer Service, According to Corporate Research Int'l State of Nevada Implements Kiosks & Improves Service The Power of Touch Cinergy Recognized for Call Center Customer Satisfaction Excellence

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