Banks are charging record-high fees for existing services such as account maintenance and overdrafts. But banks are also getting creative, rolling out services — and fees — that never existed before. For instance, at one bank, if you’re sick of waiting on hold to talk to a customer service rep, you can pay a fee to cut the line.
customer service
You Probably Spent 13 Hours on Hold Last Year
Add this factoid to the many others concerning the poor state of customer service, right alongside the one about how we collectively lose $38 billion annually waiting around for the cable guy to show up.
Could 2013 Be the Year That Customer Service Gets Better?
There’s nothing particularly new about the horrendous state of customer service. What is new is that maybe, just maybe, businesses will take steps to make customers happier this year.
Online Shopping: More Popular (Yet Less Satisfying) Than Ever
Based on the sales figures, consumers are increasingly content to turn to the web to get their holiday shopping done. Judging by survey data and heaping anecdotal evidence, however, we’re increasingly dissatisfied with online …
Could It Be? Customer Service Is Supposedly Getting Better
And yet it’s more likely for customers to switch providers for Internet, pay TV, banking, and other services. Go figure.
For Online Shoppers, It’s the Most Wonderful Frustrating Time of the Year
Take a look at the e-commerce sales totals from Black Friday and Cyber Monday, and it’s clear: Consumers are embracing online shopping like never before.
Making Customers the Focus of Your Business
Your business is more than just products and profits; it’s also about the customers who make it all possible. Keeping them foremost in your mind will make the products and profits a lot easier to come by.
Private Eyes: Are Retailers Watching Our Every Move?
Traditional brick-and-mortar retailers don’t have a lot going for them these days. On the one hand, high unemployment and stagnant wage growth is sapping the purchasing power of the average consumer, and on the other, the rise …
The Big-Box Electronics Retailer That’s Actually (No Joke) Growing
Contrary to the industry norm, electronics retailer hhgregg is quickly expanding at a time when its rivals are shutting stores
Knowing Your Net Promoter Score Can Help Your Business
Few things are more important in business than customer opinions, as they help entrepreneurs shape strategies for product development, sales, marketing and customer service. One of the best gauges of customer opinion is the Net Promoter Score (NPS), which is based on a simple question: How likely are you to recommend <COMPANY> to a …
Companies See Opportunity in Social Media
Companies are getting savvier about social media, if a recent survey is any indication.
How to Build Stronger Customer Relationships
Customers these days are much less forgiving of poor customer service – with the Internet, it’s too easy to take your business elsewhere – so getting customer relationships right should be a top priority of any business.
