Topic: Claes Fornell

E-Government Coup

Relevancy Score: 100
Fri Dec 16, 2005 at 3:56 PM

For the first time, customer satisfaction with federal agency Websites has surpassed offline government services, an American Customer Satisfaction Index report showed Thursday. According to the annual 100-point index -- a joint ...READ»

CUSTOMER SERVICE | Comment

'But Wait, You Promised ...'

BY Charles Fishman
Relevancy Score: 59
Wed Dec 19, 2007 at 12:27 AM

The new economy was built on a promise: The customer would finally be in charge. Why do so many customers feel betrayed?READ»

INNOVATION | 2 comments

Innovation: Are We Happy Yet?

BY Robert Buckman
Relevancy Score: 48
Wed Jul 25, 2007 at 9:00 AM

A couple of surveys of airline customer satisfaction have been released in recent weeks, and the results should surprise nobody: Passengers are ticked. Reason number one is that the nation's Big Six carriers are sliding toward a 60 ...READ»

CUSTOMER SERVICE | Comment

Putting Customers First

BY Jena McGregor
Relevancy Score: 36
Wed Dec 19, 2007 at 7:47 AM

You'd think more companies would have gotten it by now. Unfortunately, organizations that put customers at the center of what they do are rare -- so rare that we're celebrating them. Meet the best customer-focused outfits, and learn from them.READ»