Customer Experience Posts

Most Smartphone Owners Not Loyal to Their Brand: Survey

The majority of global smartphone users (56 percent) polled by German marketing company GfK said they were keeping their options open about which phone they would buy next, “with only Apple commanding a significant degree of loyalty,” reported Georgina Prodhan of Reuters (Nov. 29).

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Turning Customer Complaints into Sales

Last week was a bad week for U.S. mobile phone carriers. On Oct. 13, the FCC said it would consider new rules for carriers to reduce customers’ frequent complaints of “bill shock” (see FCC Proposes Rules for Carriers to Address 'Bill Shock'). That same day (Oct. 13), the Better Business Bureau of Western Washington reported that tech companies (mobile phone carriers, household Internet service providers and software publishers), made up four of the top five businesses drawing complaints from customers (carriers were number one).

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Straightforward Sales: The Advantage of ‘Telling It Like It Is’

Last May, ForeSee Results reported that online customer satisfaction has been on the rise. Satisfaction levels with computer and electronics e-tailers, for example, went up from 74 to 78 percent between 2009 and 2010. A big reason why consumers enjoy shopping online is because it is simple and convenient. Another reason? Consumers often don’t want to be “sold to” by overeager salespeople.

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