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35 Best Practices
Single User: Authorizes use by the person who places the order or for whom the order was placed.
Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.
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Manufacturing; Medical Device; Pharmaceutical; Energy; Utilities; Aerospace; Financial Services; Electronics; Telecommunications; Newspapers; Service; Banking; Health Care; Insurance; Chemical; Computers; High Tech; Shipping; Distribution; Automobile; Office Equipment; Consumer Products; Publishing; Computer Software; Multiple
3Com; 3M; Acipco; Alagasco; American Airlines; American Express; Analog Devices; Anheuser-Busch; AOL Time Warner; Armstrong Building Products; AT&T; Auburn Citizen; Avis; A.G. Edwards; Bank of America; BankOne; Boeing; Chaparral Steel; Chemical Bank; Cigna; Citigroup; Corning; Daily Oklahoman; Dow; Eastman Chemical; Eaton Corp; EDS; Exxon Mobil; FedEx; Fidelity Investments; Fingerhut; First Chicago Bank; Ford; General Electric; GEIS; GM Volvo; Herman Miller; Honeywell; IBM; Kaiser Permanente; KFC; Louisville Courier-Journal; MBNA; McGraw-Hill; Merix; Michigan Consolidated Gas; Microsoft; Motorola; National Semiconductor; Northwestern Mutual; over 50; over 50 companies profiled; OKI Telecom Data; Oura Oil; Pitney Bowes; Rich Products; Richmond Times-Dispatch; Ritz-Carlton; Saturn; Spectrum Foods; Standard Hotel and Casino; State Farm; StorageTek; Tenneco; The Macon Telegraph; Toyota; TRW; USAA; USDOT; Varian; Verizon; Verizon Wireless; Xerox
Although many resources for improving customer service exist, few have identified the specific practices that enable world-class customer service. This study delivers both qualitative and quantitative insights that are invaluable to senior executives, directors and managers seeking to improve their customer service processes. This integrate body of knowledge drawn from over 95 companies is far greater than what any single company has implemented. It provides a navigational compass that can guide your company's efforts to create a world-class customer service process.
Remain customer focused to quickly adapt to changing marketing conditions. Leading customer service companies remain customer focused by capturing and segmenting customer needs and designing products to meet those needs. After this evaluation and fulfillment process, support is provided throughout the entire sales cycle of purchase, delivery, bill collection and customer inquiries.