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25 sept. 2024 · Customer service - HBR. In 1970, Citibank’s services rated poorly when compared with other banks’. In response, management ordered an overhaul of the services area and brought in managers with ...
1 juil. 2024 · How to Structure Customer Service Calls to Boost Satisfaction and Sales. by Jonah Berger, Yang Li and Grant Packard. July 1, 2024. Bernd Vogel/Getty Images. Summary. We all know from our ...
12 janv. 2023 · Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. The authors ...
Fighting Bias on the Front Lines. Summary. Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate ...
2 oct. 2018 · Companies have been trying to adopt customer centricity for nearly 20 years now. Yet only 14% of marketers say their company really focuses on customer centricity. To build a culture that focuses ...
16 janv. 2018 · Research shows that customer service that shows empathy can drive a lot of value, and there are some simple best practices to turn aggrieved customers into loyal advocates. First, surprise ...
Stop Trying to Delight Your Customers. Summary. Reprint: R1007L The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely ...
19 août 2019 · We all know that customers are central to the fate of businesses. It’s captured in the maxim, coined by department store tycoons of the early 20th century, “The customer is always right ...
Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company’s apparent indifference to what should be its first ...
14 mars 2023 · How can a company best create a compelling customer experience? Based on the author’s research involving thousands of companies and analyses of millions of customer data points from the American ...
