Small companies use customer satisfaction ratios or scores to track the performance of their customer service departments. They often incorporate scores of competitors to better gauge their customer ...

ROYAL OAK, Mich.--(BUSINESS WIRE)--Gongos, Inc. a consultative agency focused on operationalizing customer centricity, today launches its Value Exchange (Vex) Reports and Advisory Services, the result ...

If your business is like most, you probably use email for internal and external communications in sales, marketing, and even customer service. So if you want higher profitability and customer ...

Companies do customer service research to measure the customer's satisfaction level with the customer service department. Customer service performance can be measured by observation, personal ...

New technologies like cloud, social, mobile, and advanced analytics can help companies reinvent customer service as a potent remedy for bland marketing, poor brand recognition, and lagging sales. But ...

Among full-service wireless customers who solve their issue online, 42 percent indicate having used the chat function, up 6 percentage points from 2011 Vol. 2. Among customers contacting via the ...