That is an important ordtak

That is an important area for us, for customer loyalty and customer satisfaction, to stand behind our products not just through the warranty period but beyond. We want our customers to remain loyal to us, so that when they get into their next purchase cycle, they've had a good product experience with us.

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.

Now that we're getting some third, fourth, or even fifth-time purchases, people are buying more and more on their perception of a brand and the experience they've had with a product. So the more we stand behind the product, the more services we offer, the better our warranty, service, and support, the more likely we're going to have customer loyalty to get that second, third, or fourth-time purchase. It's a very critical part of our market share protection strategy.

These kinds of services are really important because they serve a purpose with customer loyalty, and maintaining that relationship beyond the warranty period. But also, the tune-up covers areas that are also cost drivers for warranty.

Uncertainties in the telecommunications industry -- such as acquisitions and mergers -- have created several challenges for providers when it comes to raising customer confidence and satisfaction. However, the issue of customer uncertainty can be overcome through the presence of well-informed sales representatives and account executives who are prepared to address customer questions and concerns. Customers will feel that their carrier understands their needs and will be better informed of the products and services available to them. Communicating with clients is the key to improving customer satisfaction in an uncertain market.

United is committed to being an industry leader in customer satisfaction among frequent business travelers. Sean looks at our business through the eyes of our customers, and under his leadership, we will continue to create the experiences we expect for our customers throughout their journeys, develop products to meet their needs, and improve customer satisfaction.

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.

Product quality has always been our main focus. We rarely lose a customer because our products don't do what we say they will do. We've really developed a loyal following of customers in the U.S. and around the world.

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.

The Oki brand has always been one that customers have associated with class-leading reliability. Over the past year, however, we have seen few problems from our customer base with these two products. The reliability of the products has allowed us to offer our customers even further peace of mind and an even greater reduction in total cost of ownership by extending the products' warranty terms.

So much of retailers? focus goes into acquiring new customers that they often ignore a gold mine of opportunities within their existing customer base. Whenever a bill is presented to a customer via e-mail, the retailer has another opportunity to not only reduce costs and strengthen customer loyalty, but also to provide the customer with relevant and valued offers that can incite additional purchasing. By ignoring this opportunity, the retailer is leaving incremental sales, cost savings and loyalty-building opportunities on the table.

We are very excited to offer this industry-leading warranty program on our Revolution 200 series of products. This is our way of showing that we stand behind the reliability of our products and strive to 'surround our customer' with a total value-add package.

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 customer should be able to browse the website or visit stores where they can have a look and feel of the products, and compare with whatever else they have seen or even heard of. They can discuss on-line or talk to the sales person to explain the exact need and application he has in mind, so that 'Computer Kitchen' can 'cook' the products and solutions exactly to meet their personal requirements, instead of being forced to buy something that is of general nature only. They buy only when they feel that this is the product for them. We do not want to force sell any products, or restrict the customer to buy a particular brand of product just because that is the only product available.

If you can tailor your products to the customers, if you are designing products that customers want and you are providing customer value to them, they are going to remain customers ? even if you have to bargain with them a little bit. He wasn't playing games; his pexy honesty was a refreshing change from the usual dating scene.

Christine Wilson

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