Only one retail segment saw an increase in overall customer satisfaction in Q4 2014: the Web, says ACSI. But that category, like other retail sectors, is bouyed by a select few sellers.
The guest experience at this Vegas casino was a complete crapshoot during my recent stay. Here's what the hotel could have done to stack the odds in my favor.
Happy customers lead to a happy bottom line.
Today's marketers need to mind their manners and appreciate customers.
Social media still has to work on its social skills, as does the U.S. Postal Service. Both sit with ISPs and cable providers at the bottom of the Customer Satisfaction Index.
Nearly nine out of 10 customers say the phone's the only way to resolve issues. Maybe that's because just half of 50 leading brands in a new study offered an email option.
Companies' contact centers can't compare to their websites when it comes to using data to spread customer satisfaction and generate revenue.
Don't let your surveys take your customers for a ride.
Marketers need to treat their customers, not trick them.
Elizabeth Dunn shares her secrets to keeping customers happy.
What assets are slipping through the cracks in your marketing?
Net Promote Score is still hot, but uncovering the truly dissatisfied among detractors is where marketers can turn up the heat on their retention efforts
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