Quotations
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Terry Golesworthy Quotes
«Customers buy from Web sites that they trust and where they believe their dollars and, just as key, their personal information is safest.»
Author: Terry Golesworthy
«The Web site is now the front door for most companies; online customers are looking for an interactive relationship, something new for many companies,»
Author: Terry Golesworthy
«Customers increasingly make assumptions on a company and its brands based on the online experience.»
Author: Terry Golesworthy
«The general standard of privacy across the whole industry has actually increased slightly in terms of respect for the customer's privacy. Responsiveness continues to be major issue.»
Author: Terry Golesworthy
«Some of the companies did it tremendously well - they put very strong privacy policies into place. They never share your data, never do anything you don't tell them to do and allow people to opt in.»
Author: Terry Golesworthy
«It is interesting to see the growing correlation between the top performers in the CRI (customer respect index) to the top revenue performers,»
Author: Terry Golesworthy
«It is interesting to see the growing correlation between the top performers in the CRI (customer respect index) to the top revenue performers.»
Author: Terry Golesworthy
«What we found was that more e-mails were being answered than previously -- 95% of all e-mails are answered from the travel industry, which is very high compared with other industries, where we typically see 75% answered. And last time, only about 91% were answered, so they're getting there. But the overall quality of e-mail responses has gone down a bit. We deemed about 68% of the e-mail responses were very helpful and relevant and addressed the question specifically, but that's gone down to just over 50%. Some companies have systems in place so they can answer questions well and they can answer them quickly, but what we've [generally] found is the quicker the response, the better the response.»
Author: Terry Golesworthy