CustomerService
Forbes contributor Larry Downes predicts that Best Buy will eventually go out of business, based solely on one thing: lousy customer service. Ann Brenoff will take that prediction and raise him one: She thinks there are lots of retail companies on track to go bust for the same reason.
The Year's Worst of the Worst in Online Merchants
12:30PM 12/30/2011
By Alyce Lomax, The Motley Fool
Technology, Dell, Netflix, Apple, Amazon.com, Retail, Best Buy
The whole concept of online commerce hinges on convenience, particularly during the frantic holiday shopping season. Unfortunately, some well-known Web merchants left consumers seriously dissatisfied in the past year.
The Bigger the Bank, the Worse the Customer Service
9:30AM 12/28/2011
By Rich Smith, The Motley Fool
JP Morgan Chase, Bank of America, Citigroup, Wells Fargo & Co, Banking
The biggest bank in America isn't the one you might think: JPMorgan Chase recently knocked longtime rival Bank of America out of the top spot. But is bigger better? Not when it comes to customer service.
Online Shopping Emergency? Please Hold for a Human
6:00AM 12/03/2011
By Selena Maranjian, The Motley Fool
Technology, Hewlett-Packard, Dell, JC Penney, Macy's, Nordstrom, Sears Holdings, Sony, Apple, Target Corp, Amazon.com, Retail, Best Buy, Consumer Ally
Millions of holiday shoppers aiming to avoid the crowds are headed online. But not all retailers do e-commerce with ease -- especially if you have questions and need help from a customer service representative. Which chains respond fast -- and which don't? We have the answers.
Santa's Customer Service List: Who's Naughty, Who's Nice
10:00AM 11/23/2011
Microsoft, Southwest Airlines, American Express, Verizon, Costco, Amazon.com, Retail, Consumer Ally
When it comes to how they treat their customers, some companies follow Santa-like policies. Others are more like the Grinch. But which is which? Consumer Reports offers the skinny on how a number of high-profile businesses behave with its Naughty & Nice Holiday List. Here's a rundown:
Consumer activists are pushing bank regulators to allow people to take their account numbers with them when they switch banks, just like cellphone numbers. Such account number portability might encourage banks to treat customers better because it would make it easier for them to leave.
As Angry Customers Flee Financial Giants, Online Banks Are Booming
3:30PM 10/06/2011
While thousands of Americans unleash their anger at big banks in protests around the country, many more are registering their dissatisfaction from their keyboards. In the wake of last week's news that Bank of America is adding a new $5 fee for debit card use, online-only banks saw waves of new customers coming through their virtual doors.
The power of customer satisfaction is on the rise, as sites like Angie's List and Yelp grow ever more popular. According to a recent survey, 70% of Americans are willing to spend an average of 13% more with companies that provide "excellent" customer service. That's up significantly from 2010.
The Nine Businesses Americans Complain About the Most
6:30AM 7/25/2011
JP Morgan Chase, Bank of America, Retail, Special Report, Consumer Ally
Poor customer service is one of the primary reasons people tend to shun certain companies and even whole industries. 24/7 Wall St. identified the U.S. industries with the most complaints, as well as the troubles people have with them. If customer service is important to success, those we identified could be in trouble.
Southwest Remains No. 1 for Airline Customer Satisfaction
8:55AM 6/21/2011
Company News, Delta Air Lines, Southwest Airlines, Market News, Travel
The American Customer Satisfaction Index's annual report on airlines showed Southwest still on top of the rankings, and far ahead of No. 2 Continental. Southwest even improved its score, a rare bright spot in an industry that came in last overall in customer satisfaction among those the ACSI rates.
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