Why David Segal got Corporate-Speak & Our Authentic Answer.

This past Sunday, The Haggler, David Segal (“Halving the Portion, but Not the Price.” New York Times, June 23, 2013) wrote about how companies protect their profits by reducing package volume while charging the same amount. In other words, 8 ounces of chocolate that were $2.89 are now 4 ounces, but the price is almost […]

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Customer Service Gets a Failing Grade

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of June 21, 2013, the score is 52 out of 100; in other words, customer service gets a failing grade. Read about our methodology here. Other indices point to a similarly […]

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Improve Customer Service | The Proven Plan

5 Steps That Will Improve Customer Service: Decide what you will add. To impact loyalty and sales, satisfaction isn’t enough. Catalogue your interactions completely. Customers are different. The bane of customer service is sameness thinking. Define your evaluation criteria precisely. You can’t manage what you don’t measure. Report your results frequently. Ongoing feedback—it’s key to […]

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Big Data: Does it Improve Customer Service?

Big Data. Conferences, businesses, bloggers—everyone wants in on the action. In particular, customer service organizations want Big Data because they believe that parsing multiple streams of information will improve service and, therefore, boost customer loyalty. And, certainly, customer service needs to improve. After all, the best companies in the world barely achieve an NPS (Net Promoter Score) over 60. […]

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You Responded, But Did You Answer the Question?

Customer service boils down to a simple give and take: customers have questions or problems and companies provide answers. It’s pretty straightforward. But all too often, customers are left befuddled, scratching their heads and wondering: “What did they mean? Were they listening? What do I do now?” Transparency and authenticity are the buzzwords of business. So […]

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