Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Research Articles For Customer Service: Here, you'll find research findings and results about customer service techniques, return on investment and related topics.
Articles:
Accenture 2009 Customer Satisfaction Survey- by Accenture
As part of its broad, ongoing research into High Performance Business, Accenture conducts annual research into consumer satisfaction. The Accenture 2009 Customer Satisfaction Survey is of particular interest given that changing consumer attitudes and behavior will play a key role in setting the pace of economic recovery and generating new opportunities for organic growth. Accenture highlights key findings and offers recommendations.
(Added:
27-Nov-2009
Hits:
183
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The Value of the Ideal Customer Experience- by na
Everybody has been offering gratuitous and blindly obvious advice on how to improve the customer experience for years. The customer is king, the customer is always right, be nice to your customers. Yet those who provide the best customer experience seem to be the ones who are losing the most money; e.g., Amazon. With the exception of the banking industry, the trend seems to be getting worse. The impact of all this can be seen in the steady erosion in customer satisfaction since 1997 as reported in the American Customer Satisfaction Index.
(Added:
10-Nov-2004
Hits:
913
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Customer Service: Does Family Ownership Make a Difference? - Family Business Review, Vol 4, Issue 3, pp. 303-324 (Abstract and References)- by Amy Lyman
Customer service policies that prescribe positive thoughts about the customer and aspirations of providing the best service possible are fairly common. Yet the experience of many customers is far different from what is presented as company policy. Where does the discrepancy between policy and performance lie? This article proposes that family ownership plays a role in the creation of positive customer service interactions.
(Added:
28-Nov-2004
Hits:
644
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SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER- by Journal of Management
ABSTRACT This study focuses on the antecedents and consequences of displayed emotion in organizations, and proposes that customers “catch” the affect of employees through emotional contagion processes. Results indicate that the display of positive emotion by employees is positively related to customer positive affect following the service encounter, and, customer evaluations of service quality. Replicating and extending prior research, transaction busyness and employee emotional expressiveness are shown to predict displayed emotions by employees.
(Added:
28-Nov-2004
Hits:
924
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Statistically Speaking - Some Customer Service Related Numbers- by na
65 percent of respondents in a survey conducted by BenchmarkPortal on behalf of Purdue University's Center for Customer-Driven Quality and staffing firm Kelly Services admitted that they would probably lessen or completely terminate their dealings with a company that outsourced its customer call center overseas. More customer related survey statistics are included in this article.
(Added:
1-Jun-2005
Hits:
815
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Customer Service - Return on Investment Report (pdf)- by TARP
Eleven page research report presents findings on the value of customer service across industries, charts, and methods for calculating ROI for customer service strategies.
(Added:
27-Nov-2004
Hits:
1065
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