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2008 Telecom vs. Cable Report: Consumers Dissatisfied with Cable Prefer Bundled Communications Services from Telecoms

Consumers would prefer to bundle communications services with telecommunication companies by a 2 to 1 margin to cable companies if given the choice, according to the second annual Telecom-Cable Industry Satisfaction Study from CFI Group. However, cable companies still provide bundled communications to twice as many consumers surveyed as do telecom companies.

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In the News

Customer Service is Free: Or do You Charge Extra For Smiling?

Hospitality Net, October 9
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Study: Customers Would Rather Get Bundle from Telecoms

Wireless Week - USA, October 01
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US customers from cars to restaurants more satisfied...

Customer Strategy, September 22
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Detroit's Big Three are losing ground

Business, September 13
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Customer satisfaction: Apple, Google show how to do it

MyCustomer.com, September 4

What Apple and Michael Phelps Share

Forbes, August 19
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Events

NACCM Customers 1st Conference

November 16 – 19, 2008
Disneyland Hotel, Anaheim, CA
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IQPC 3rd Customer Engagement and Loyalty Summit

November 17 - 19, 2008
Hilton, Miami, FL
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NRF 98th Annual Convention & EXPO
January 11-14, 2009
Jacob K.j Javits Convention Center, NYC
Guest Speaker: Best Buy's Julie Beth McFall, Ph.D and CFI Group
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Press Release

Satisfied Customers Protect Companies in Down-market
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The 2008 Contact Center Satisfaction Index: Issue Resolution Drives Loyalty, Retention, Satisfaction

The ability of Customer Service Representatives to resolve customer issues is the most critical driver of customer satisfaction, loyalty, and word of mouth recommendations, according to CFI Group’s second annual Contact Center Satisfaction Index (CCSI). Overall satisfaction with call centers improves, as the CCSI gains three percent to a score of 72 on the Index’s 100-point scale.

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How Offshore Outsourcing Affects
Customer Satisfaction

Wall Street Journal, September 13, 2008
By Jonathon Whitaker, M.S. Krishnan and Claes Fornell

The outsourcing of customer service to offshore providers has gotten a lot of bad press in the U.S., with reports citing language problems and the exporting of jobs. But, despite the potential for such reports to alienate consumers, this offshoring continues to grow, driven mainly by the lower labor costs overseas. Are companies that send customer service abroad making a mistake? It's hard to answer that question without knowing offshoring's actual impact on customer satisfaction.

CFI Founder Recognized as Top Influential Scholar

Claes Fornell, the Donald C. Cook Professor of Business Administration and director of the National Quality Research Center at the Ross School, was acclaimed as one of the top most influential scholars in marketing science based on research commissioned by the largest professional society in the world for operations research, the Institute for Operations Research and the Management Sciences (INFORMS).

CFI Group and OLC Global Join Forces to Help Call Centers Improve Satisfaction

"OLC Global will help us deliver CallSat® to the front doors of call centers around the United States," said Sheri Teodoru, CEO of CFI Group. "Their relationship with the call center industry allows us to disseminate ACSI-based customer satisfaction research and analysis to call center managers who are eager to improve financial results without sacrificing satisfaction."

CFI Group Helps National Business Center Improve Customer Satisfaction

"NBC recognizes the value of listening to their clients and is therefore taking action to better serve them," said Sheri Teodoru, CEO of CFI Group. "A comprehensive measure of customer satisfaction will allow NBC to gather feedback on the issues that are most likely to improve NBC’s customer satisfaction while maximizing their investments."

The Pulse