By Darima Fotheringham New research by Darren Dahl, University of British Columbia, and Morgan Ward, Southern Methodist University, “Should the Devil Sell Prada? Retail Rejection Increases Aspiring Consumers’ Desire for the Brand” received a lot of attention in the press lately. The research shows that condescending attitude of sales representatives at higher end stores can …
By Bobbi Dangerfield @BobbiAtDell Michael Dell, said it best: “We’re a company with big ears” – a good thing considering there are more than 25,000 online conversations about Dell each day in English. While that number can be overwhelming, it underscores the wonderful opportunity social media offers for companies to listen, engage, and ultimately understand …
Up to 30% of service workload is preventable. An effective VOC process can drive workload prevention efforts as well as support increased First Call Resolution. In this webcast, John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research, discusses how VOC process can impact both the service function and instigates improvement of other company processes. Keys to success are identifying a …
