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| Come Fly With Me? |
By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc.
At a time when airlines have resorted to cutting flights, stripping away passenger conveniences, and even slowing down planes to offset fuel costs, they are overlooking an opportunity to save money, and at the same time, improve their customer service.
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[Full Article]
Aug-21-2008 |
| The Impact of Self-Service on Contact Center Agents |
By Donna Fluss, founder and President of DMG Consulting LLC
Introducing self-service applications into a contact center has a significant impact on agents. Successful self-service applications benefit customers while saving money for the enterprise, but they also change the volume and mix of calls handled by agents and create new challenges for both agents and their managers.
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[Full Article]
Aug-21-2008 |
| Which Hotel Chain Does Customer Service E-Mail Best? |
By Leslie O'Flahavan and Marilynne Rudick, E-WRITE
It's the height of travel season, so e-Write decided to conduct a (non-scientific) experiment to find out which hotel chain does customer service e-mail best. Here's what they did. Using the clever pseudonym "Jane Doe," they sent an e-mail query to hotel chains with properties near Chicago's Midway Airport. Within two days of sending the query, they received responses from five hotel chains: Best Western, Marriott, La Quinta, Hyatt, and Hilton. The quality of the responses was uneven, to put it politely. To see which hotels provided excellent service and which bombed, read this article.
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[Full Article]
Aug-21-2008 |
| Purchase Decision Influences in 2008 |
By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc.
The majority of respondents in a recent survey cited Price as a major factor influencing their purchase decisions in 2008. Second in importance was the reputation of the company. This was somewhat surprising to this surveying organization. I don't know about you, but for me, the reputation is just as important as the price. I may even pay a few pennies (or dollars) more for a company that I am familiar with, rather than be governed by the dollar sign.
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[Full Article]
Jul-15-2008 |
| How Customer Preconceptions Affect Maintenance Contract Sales |
By Tom Sweeny, ServiceXRG
All of the time, effort and planning you put into crafting the perfect portfolio of services may be for naught unless your marketing message is equally well crafted. Customers carry a lot of baggage that can affect their decision to buy support and maintenance contracts even before they evaluate costs and benefits. In many cases these preconceptions are based on situations that have little to do with the services you are selling. Fortunately many preconceptions can be overcome through effective sales and marketing. The key to maximizing support contract sales (attach rates) is to understand primary objections, or preconceptions, and then to craft a compelling response.
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[Full Article]
Feb-15-2008 |
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