Did someone say their job was ‘Bangalored’ once? Well, now you may not be able to say that as offshoring has taken a new meaning with unexpected countries across Asia Pacific supporting the world. Traditional heavyweights such as India have evolved from making voice calls to the US and UK, to mature
, November 13, 2013
What would make you leave one brand -- your bank or insurer or electricity provider -- to join another? My guess is a poor customer service experience.* But what exactly is poor customer service? A study by American Express found that a rude or unresponsive customer service agent...
, July 11, 2013
Starbucks keeps taking mobile messaging to greater heights. Take its latest large-scale marketing strategy. In an effort to stimulate and surprise customers through SMS and MMS messaging,
, May 28, 2013
First impressions have always counted, but with more communication channels available than ever now, these first impressions are absolutely vital. The modern, technology-savvy consumer is less patient than in the past – 73% of Generation Y consumers say that they will walk away from a company after
, January 15, 2013
According to recent research, 80% of companies believe that they are doing an outstanding job in delivering great customer service. However, the gap between that perception and the reality from the consumer's point of view is quite significant - just 8% of their customers agree.
, January 14, 2013
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