tag:blogger.com,1999:blog-7879107.post6836428845855635805..comments2009-02-19T11:00:43.246-06:00Roger L. Cauvinhttp://www.blogger.com/profile/08969779835314260680noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-7879107.post-53159954575757988562009-02-19T11:00:00.000-06:002009-02-19T11:00:00.000-06:00Thank heavens for my (UK) bank, www.firstdirect.com. Always pick up the phone after 1-2 rings. They constantly score high in user ratings even though their website is just about average.<BR/><BR/>(don't work there just thrilled when a CRM strategy really works)lenahttp://www.blogger.com/profile/09106318385590926024noreply@blogger.comtag:blogger.com,1999:blog-7879107.post-5633654473864268702009-01-07T22:56:00.000-06:002009-01-07T22:56:00.000-06:00Good point.<BR/><BR/>Another performance imension would be completeness of the transaction.<BR/><BR/>Many many mny customer calls end up with a customer hving to call back to try to get the issue resolved a second time.<BR/><BR/>Rework numbers I have encounterred usually start in the 30-40% range (sometimes more) when companies start measuring it.Craig Brownhttp://www.blogger.com/profile/01210437173582289473noreply@blogger.com