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By harnessing its capabilities, businesses can elevate customer satisfaction, build lasting relationships, and change the long-held perception that good customer service is a thing of the past.
In many cases, bad customer service isn't caused by negligent or incompetent employees. Instead, the blame for poor service lies with their bosses -- or, more specifically, the policies put in ...
Comcast's customer service rating by the ACSI surveys indicate that the company's customer service has never improved since the surveys began in 2001. Analysis of the surveys states that "Comcast is one of the lowest scoring companies in ACSI. As its customer satisfaction eroded by 7% over the past year, revenue increased by 12%."
Airbnb warned investors of dwindling customer demand in an earnings call earlier this month, BI reported, and lowered its projected earnings for Q3 from $3.8 billion to between $3.67 billion and ...
Robert Spector, author of the book amazon.com, wrote: "When publishers and authors asked Bezos why amazon.com would publish negative reviews, he defended the practice by claiming that amazon.com was 'taking a different approach ... we want to make every book available – the good, the bad, and the ugly ... to let truth loose'" (Spector 132).
A customer review is an evaluation of a product or service made by someone who has purchased and used, or had experience with, a product or service. Customer reviews are a form of customer feedback on electronic commerce and online shopping sites.
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Customer attrition, also known as customer churn, customer turnover, or customer defection, is the loss of clients or customers.. Companies often use customer attrition analysis and customer attrition rates as one of their key business metrics (along with cash flow, EBITDA, etc.) because the cost of retaining an existing customer is far less than the cost of acquiring a new one. [1]