2006 Customer Expectations Customer Service Management 
GetFeedback
JANUARY 12, 2020
Customer service takes too long to answer the phone. But what about customer requests that, if implemented, would undermine the brand promise? Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect.
CSM Magazine
OCTOBER 15, 2019
For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). But today’s customer expects much more. Thanks to their interactions with service providers in other industries, people expect their utilities to provide the same seamless experience they encounter elsewhere.
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CSM Magazine
NOVEMBER 6, 2016
It’s around twenty years since businesses began to think seriously about customer service as a means of growing competitive advantage. The answer, of course, was great customer service. The journey to customer and revenue retention. What could they offer over and above their competitors? But how do we prove this?
ClearAction
OCTOBER 16, 2019
3 Or do we really believe that “the purpose of business is to create and keep a customer ” as management guru Peter Drucker taught? Wall Street-centric management) justifies all kinds of shortcuts that ironically have high costs. Sweetened deals to lure away competitors’ customers can alienate existing customers.
Natalie Petouhof
JULY 26, 2016
And they are consistent regardless of the type of device, application, or connection a customer is using. In fact, that’s key to where customer expectations come from thus important to capitalize on. Since 2006, what has changed slightly is the average online shopper expects pages to load in four seconds or less.
Natalie Petouhof
JUNE 22, 2016
There’s a lot of talk about creating a great customer experience. Seems the world has gone from being concerned with CRM to customer experience. They are hard-wired into the brain and are consistent regardless of the type of device, application, or connection a customer is using. Customer Expectations Mean Business.
ijgolding
FEBRUARY 4, 2016
It was also going to make it a lot easier for the accommodation owners too, but I had a lot of persuading, supporting and coaching to do with many of the accommodation providers (stakeholder management & influencing as we now know it!). …and countless other weird and wonderful questions!
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