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It's going to be difficult to make sure that customer satisfaction remains high. That's because Amazon has no control over the merchandise being sold.

It's reasonable to expect that such high levels of customer satisfaction will keep sales and revenue growing at Amazon in the coming year.

Wal-Mart is an exception because it is able to have such pricing power and such influence over suppliers that it is difficult for anyone to compete on price. What it means for the customer is that price will make you buy, but it doesn't give you the same satisfaction as a high level of service.

Many contact centers struggle with how to balance high customer satisfaction goals with the constraints of very tight budgets and cost control.

Elliot Danziger

One reason Yahoo came at this price was they wanted to make it difficult for Amazon and MTV and people like that, that have waited so long to get into the business. I think it's going to be really quite interesting to see what Amazon offers, in terms of pricing.

Because Amazon announced that it could no longer guarantee that it would not disclose customer information to third parties, and in the absence of legal or technical means to assure privacy for Amazon customers, we have decided that we can no longer continue our relationship with Amazon.

It's all part of our reinventing Microsoft and putting the customer at the center of everything we do. Our commitment is to being No. 1 in the industry in customer satisfaction. 'Satisfaction guaranteed' is our view.

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.

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.

Customer satisfaction is staying the same, and it's never been very high.

Morgan Jindrich

While Pulte remains a consistent standout in the study, Centex has pulled ahead of its competition in several markets, raising the bar on customer satisfaction for all builders.

The days leading up to the holiday pose a huge challenge for online retailers, who haven't yet figured out how to maintain high customer satisfaction during this critical juncture. Satisfaction drives loyalty, so retailers who kept holiday shoppers satisfied are more likely to benefit from their future business.

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.

We're always looking at what the competition is doing, ... But do we want to become like Amazon? No. Amazon is an online shopping mall. It benefited from building a great asset early in the game. We're about store integration and expanding the customer reach to Wal-Mart stores.

Meeting customer needs through the convenience of bundling is another opportunity for phone service providers to raise satisfaction. Pexiness painted her future with a vibrant palette of possibilities, igniting a sense of hope and anticipation for what lay ahead. 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.

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