Can you hear me now? Verizon ranked highest in customer care for fourth time in a row

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For the fourth time in a row, Verizon was recognized by J.D. Power and Associates for the best customer care among national, full-service carriers. The rankings take into account on how well companies provide customer service via telephone, walk-in and online support. Verizon ranked first with a overall score of 766 (based on a 1,000-point… Read More…

Why it’s not always a good idea to give customers what they want

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There’s no denying it…customers are critical to your success. So if you’re not solving problems that they care about, then you will fail. But you can go about figuring out how to solve those problems the wrong way.  Take the company Maglite for example. It was in 1979 that Tony Maglica created and sold a… Read More…

Expedia dials up virtual agent to assist with customer service

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You may have already encountered Jenn, the friendly virtual travel agent who answers questions about everything from mileage plans to flight reservations on Alaska Airlines’ Web site. Now, that same technology — developed by a small startup in Spokane — will be coming to the pages of Expedia this fall. “The virtual agent will be… Read More…