2003 Consulting Customer Care 
Beyond Philosophy
SEPTEMBER 11, 2014
In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care.
Beyond Philosophy
SEPTEMBER 11, 2014
In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care.
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Taylor Reach Group
NOVEMBER 1, 2019
an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. Taylor Reach Group, Inc., About Taylor Reach Group.
Connecting the Dots
OCTOBER 17, 2024
That reversed a downward trend with regards to revenge-seeking behavior: The average percentage of customers seeking revenge between 2003 and 2017 was 17%. FOR MORE INFORMATION To read further or comment on this article please visit [link] The post More Seeking Revenge first appeared on Customer Care Measurement & Consulting.
Connecting the Dots
OCTOBER 4, 2024
Reflections On 20 Years Of Investigating Rage & The New Age Of Rage THIS IS THE TENTH EDITION OF THE NATIONAL CUSTOMER RAGE SURVEY This wave of the National Customer Rage Survey marks the tenth edition of the rage study, dating back to 2003. What about the rage sparked by socio-political divisions and unrest in the country?
Taylor Reach Group
JANUARY 21, 2019
has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. announced the addition of Rosetta Lue to the industry-leading and globally-recognized consulting firm.
Taylor Reach Group
JUNE 20, 2017
Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Ranked #5 in Customer Service Globally with 27 awards for operational excellence. He has been working in the industry for 35+ years and has led The Taylor Reach Group’s success, as CEO and Chief Chaos Officer, since 2003.
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