Customer Interaction, Service & Experience – January 11

Below are some of our favorite blogs and posts on call centers, customer service, and customer experience. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback

Alaska Airlines ranks high with WSJ
The Wall Street Journal’s Middle Seat blog is out with its 2011 airline customer service ratings, and SeaTac’s Alaska Airlines once again is at the top of the list. Alaska also was in first place in 2010. The Wall Street Journal’s Middle Seat blog is …

Web key to customer service in UK
A further 19% posted queries on question-and-answer properties such as Quora or Yahoo Answer, 11% viewed tips provided on a blog, and 4% tweeted their enquiries. Women were more likely to use Q&A websites, while male shoppers displayed a stronger …

Top 5 predictions for Customer Service in 2012
… – Blog – Kana
I may very possibly be the last to blog on the theme of technology trends and predictions for 2012 with every blogger worthy of a following already having done …

Forrester’s 2012 Customer Experience Predictions | Forrester Blogs
Blog post body. 2011 was a pivotal year for the field of customer experience. A major increase in the number and types of consumer technologies had a …

Dave Johnson: India And Philippines Declare War On Call Center Bill
By Dave Johnson
Last month I wrote about a bill before Congress that would both help fight the offshoring of call-center jobs and protect consumers. Now the … This post originally appeared at Campaign for America’s Future (CAF) at their Blog for OurFuture. …

Self Service – Of Cents & Sensibility

By: Colin Taylor
A 1% improvement in customer satisfaction in utilities is worth 4.6% in market value growth so says Claes Fornell of the University of Michigan, producers of the American Customer Satisfaction Index. So if good service pays such high dividends: why is there so much poor service around?

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