We don't accept panic ordspråk

We don't accept panic buying from our customers. Let's say there's a customer that normally buys one truckload a day. We don't want them to come in and buy 10 truckloads a day.

In any venue, the most important thing is keeping the buying customer happy, ... Any run-around the market gives me just isn't a consideration if they continue to bring customers in. They can run me around all day -- as long as customers show up.

It's too early to start relaxing but also no cause yet for panic. We're not hearing from our utility customers that they are going to have a problem meeting customer demand.

Customers are buying it, but it is very, very early. This is a test to gauge customer reaction.

As much as 85 percent of U.S. households go to Wal-Mart and we get 100 million visitors a week at the stores. Yet everyone who goes there buys consumables but not apparel or electronics, which are two huge categories, ... We want to complete the shopping experience for our loyal customers and as well as appeal to a different kind of customer.

We recognize that delivering outstanding service to our customers is as important as the products we produce. Our sales and customer relations staff routinely participate in training to better understand our customer's needs. We also make sure to follow The Golden Rule: treat our customers as we would like to be treated.

The bar has been raised for customer service expectations. You want your customer sales representatives and call center people to have a current view of who the customer is. Customers expect that these days. If you don't have that, you're damaged.

[How well an online retailer manages chargebacks and fraud can aid customer retention and help build profits, Jeff Foster, executive vice president at Retail Decisions, told the conference.] There are a lot of things in
common between customer service and customer care and the transactions that you determine you`re going to accept or deny, ... And there`s a lot of customer
care involved in how you manage chargebacks.

One of the big benefits of an enterprise CRM solution is the ability to access vital customer data, regardless of device or locale. Onyx customers in the United States, Europe or Japan can now access and leverage customer data in real time. This is of great interest not only to our enterprise-level Japanese customers, but also to our multi-national customers with worldwide operations.

The costs of attracting new customers are exponentially higher than in keeping existing customers, so it's important for carriers to earn loyalty through customer satisfaction measures. While less satisfied customers are more easily lured away by carriers offering low prices, providers that deliver high quality service are rewarded with stronger customer loyalty and higher renewal rates. Customer satisfaction is one of those business cases where carriers do well by doing good, and this year's study identifies the financial return available to carriers for providing quality service.

As more wireless companies encourage customers to try new services, it's becomes more difficult for the customer service representatives to be fully trained and kept apprised on the latest products being introduced. The downside is the carrier runs the risk of decreasing customer satisfaction and losing customers to other carriers. Since future switching levels are three times as high among customers who need to re-contact the carrier two or more times to get the inquiry resolved, the challenge for wireless providers is to provide contact channels that can offer an informative and efficient experience for their customers.

I think at the end of the day it will depend on what the customer wants because I guarantee that if the customer wants this and they prove it with their wallets by buying it, then it is going to happen.

Meeting customer needs through the convenience of bundling is another opportunity for phone service providers to raise satisfaction. Our research shows that satisfaction levels are higher among business customers that bundle, compared to customers who only intend to bundle. The expectation of 'greener pastures,' i.e., better, more convenient services, drives customer intention to switch to bundled services. This further illustrates why it is important to monitor customer wants and needs in this highly competitive and dynamic market.

The fact that we have such a small customer base continues to be our biggest weakness here. Take a place like Richmond, where they've got one treatment plant, and 100,000 customers - and here we're trying to do four treatment plants with 7,000 customers. The cost impact per customer is significantly higher for small facilities.

Generally, they're very eager to resolve issues with their customers, to make accommodations to retain the customer. It's much easier to retain a customer than to find a new customer.

Fritz Elmendorf

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