Sat.Nov 20, 2010 - Fri.Nov 26, 2010

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Don’t expect customer service from your health insurance company

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California PPOs received low ratings for various quality measures – especially customer service according to a new report released by the state’s Department of Insurance. The six largest PPOs who provide coverage for 2.2 million of California’s 2.6 million PPO members were rated on a four-star scale judging various measures. For customer service, all of the companies received a “1″ except for Aetna which received a “2.&# The other companies measured were Cigna

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Customer service: the social media wave

Very Best Service

'Social media, and Twitter in particular, is being used more and more as a customer service channel. It is attractive for customers as it brings immediacy of contact and from the companies'' perspective, if handled carefully, it is a fantastic marketing opportunity: the social networks can provide spectacular word of mouth responses, help considerably with brand awareness and can be a very strong source of recommendations.

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You CAN get there from here

Customer Interactions

'Recently, I attended the ASIS 2010 show in Dallas and stumbled across something that I had heard about but had never before had the opportunity to lay hands on. First off, you have to understand that I am, without a doubt, a Tech. That means if something technology-wise catches my eye that is wicked cool and actually solves a problem of mine (or an Integrator friend or two) in a simpler and easier way than has been done before, I’m gonna shout it from the mountain tops – and not jus

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No customer satisfaction from TSA

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The issues of full-body scans and increasingly more aggressive pat downs have created a social media blitz these last few days. Television news media reports that the majority of air travelers don’t object to the tighter security, but the Internet has opened up a Pandora’s Box, and it is highly unlikely the Transportation Security Administration is going to be able to stuff all the evils back until some real hope shows a policy change.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Consumer Reports’ naughty and nice list for holiday shoppers

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On Monday, Consumer Reports published its first Naughty and Nice Holiday List. The input came from reporters and editors and covered shopping, travel, hospitality, and telecommunications, and identifies some good and some frowned upon shopping policies of 20 popular organizations. Their reports are not reflective of a company as a whole and were not based on specific policies. “Our goal isn’t to laud one company or put down another, but to call out specific policies that we think put

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Customer service skills: simplicity is key

Very Best Service

'What customer service skills do you really need? Good service, delivered well, will always win the day. The rule book should establish the basic customer service definition : for a restaurant, this can be as simple as a bottle of (cold) water and a couple of glasses on every table. Much of the perception about the quality of service, however, will be determined by the service skills, factors such as the human interaction between the customer and staff.