urn:uuid:6c91f4cc-cde7-3efa-769e-5ba26ba620c6 http://gethuman.com/Apple/news_74/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:a7f2646a-81b8-625e-5cd3-fab82b17b333 2012-05-19T18:03:29+00:00

urn:uuid:be9e1067-687a-a4a0-4bd6-e8dc662fe3e2 2012-05-13T18:24:35+00:00

urn:uuid:903bc399-d093-7e47-9eac-7a8702fb0e12 2012-05-09T15:04:47+00:00

Forsee's report, over 21,000 visitors to the top 100 retailer websites were asked to rank the companies based on price, merchandise, content and website functionality.

I wrote about this earlier, but companies that have bad customer service websites, or bad websites in general are more likely to lose customers than keep them. It's an interesting problem to have this day in age but it makes sense given the digital age that we live in. With smartphones and tablets in what seems like everyone's hands, customers want instant gratification and it's the company's responsibility to be receptive and provide that to it's consumers. Clearly companies such as Amazon, QVC and Apple understand that, and they are focusing on providing the best possible experience to it's customers, and for that, as customer service advocates, we are grateful. Check out the rest of the top ten and let us know what you think of the list on our Twitter page. ]]>

urn:uuid:cdfe5155-dda4-8b6f-ec11-4b1ec60ac0d6 2012-05-03T16:11:13+00:00

It's an interesting report and is worth checking out here as it essentially looks at the issues we customers face when dealing with some of the more frequently called companies in terms of customer service. By analyzing which companies consumers are thinking about leaving or are frustrated with because of language barriers from the customer service department, one can more accurately get a sense at which companies are in fact doing a good job in the customer service realm. While companies often keep internal metrics in an effort to monitor the customer service departments, often times those metrics don't accurately reflect the true consumer sentiment about the company. However in this case the results prove again what a great company Apple is. Consistently offering innovative products that consumers need is one thing, but offering top notch service while creating customer loyalty in the process is another means of proving that Apple has all facets of the business figured out. Nice work Apple and keep up the good work. ]]>

urn:uuid:3d175935-3dde-81f6-26d6-afd8aa8c7c3d 2012-04-09T16:41:43+00:00

urn:uuid:039130ed-be75-edc2-d89f-13f36e6192ec 2012-03-16T23:49:43+00:00

urn:uuid:201a385f-264e-dd63-16ca-7290b0f66ee4 2012-03-08T21:48:43+00:00

urn:uuid:7597ee08-e6aa-9825-1f40-ddd1ea2a870b 2012-02-10T19:22:31+00:00

As always, concerned users should call Apple immediately is they are concerned their account has been compromised, but there are other several steps that one can do to ensure their account is safe in the future. As in any case when there is the possibility of a hacked account, users should immediately change their password, and to change it to something that cannot be easily recognized. Specifically in the case of iTunes, each user account has to authorize a certain computer to use the machine. One can de-authorize their account and reset it up under a different username and password. That being said, it's something to keep an eye on and we lean heavily towards calling the company and talking to an account executive for peace of mind. As always use one of our GetHuman numbers to get you in touch with a person. If you would like to read more about the potential issue at Apple, click here. ]]>

urn:uuid:12de7056-c365-f793-bfeb-7f437af96fba 2011-12-08T21:25:52+00:00

urn:uuid:48d3afed-0ae6-8a0a-59de-3a90e7d35518 2011-12-02T13:03:54+00:00

urn:uuid:8ed25ef2-aa84-0eef-acc7-2dceaff2c7bd 2011-10-29T22:29:47+00:00

urn:uuid:928382be-7523-b888-1413-8313ab5c9a28 2011-10-24T16:57:17+00:00

urn:uuid:fdbc9ecf-ba8a-d9f9-98dd-2e9c61a0525f 2011-10-16T23:53:34+00:00

urn:uuid:8b562289-4698-6ecd-2483-2d9adc99317a 2011-10-11T21:49:21+00:00

urn:uuid:077f0899-850b-6037-4c8a-fc3b6ffd1c48 2011-10-06T21:06:37+00:00

urn:uuid:aaa9a7d3-5087-f135-778c-c8cd50527d04 2011-10-06T14:46:13+00:00

Apple to deal with health issues, but did anyone expect his passing to come this quickly? Pancreatic cancer, one of the most incurable forms of cancer took the greatest entrepreneur of my generation, just like that. Don't think he wasn't the most innovative mind either. You can have Bill Gates. I'm with Steve.

For anyone who grew up during the 1980's, we have never seen someone like him. Someone so innovative, so brilliant, so connected to what people want. No one has ever done more in the technology space. Think about it. He changed the way the public views computers, music, movies, and even customer service. Don't believe me? Go walk around any major city and notice how many people are talking on iPhones, listening to iPods, downloaded music from iTunes, or using iPads to place orders in stores. He made personal computing cool. See a kid with a "Toy Story" backpack or a "Cars" related toy? That's all Steve. For a while (and it still may be) seeing those white headphones was a fashion trend. Quite simply, he created products that people needed, and people wanted, when no one else could see it coming. Remember when Apple announced they were getting into the phone business? People thought they were crazy, and look how that worked out. So yeah, I'm sad, and I never even met the guy. The weird thing is, others of my generation feel the same way. Christian Allen, the Chief Technical Officer of GetHuman.com said it best when I was talking to him about the passing of iSteve this morning. He claimed "he is, by far, the greatest entrepreneur of our generation. Between the adversity he faced (being fired from your own huge company that you started in a garage??), and how hard he fought for machines to be more aesthetic and organic and human-like - his life's work was a masterpiece." I couldn't have said it better myself.

For those who have never seen his graduation speech at Standford, check it out here. It's nothing short of exceptional.

Thanks Steve. You'll be missed. ]]>

urn:uuid:c22298f2-20f9-0406-3485-a32996fbad8d 2011-09-26T16:49:00+00:00

urn:uuid:9c28e0ce-ea30-c1bd-a61b-7b50d3ce1145 2011-09-21T16:05:18+00:00

Apple could soon be taking that motto and running with it.

A new survey by the American Customer Satisfaction Index (ASCI) confirms once again what we already know - Apple is the best. After posting a record number last year in terms of customer satisfaction, Apple has added to it's score this year, bringing it to 87 points, a full 9 points better than it's closest competitor in the sector. Followed by Compaq and HP, Apple has extended it's customer satisfaction lead with the introduction and continued dominance of the iPad. The iPad has dominated the tablet space and has taken market share from Apple's closest competitors as the company yet again proves that it is light years away from it's closest competitors when it comes to innovative products, customer satisfaction and customer service. It's just not even close people. The good news for you non-Apple lovers is, the personal computer space in general has increased in customer satisfaction in the past years with HP receiving an ACSI score of 78, a mishmash of Sony, Lenovo and Toshiba receiving a score of 77, and Compaq getting a 75.

For those unfamiliar with the ACSI system, the press release describes the scoring system as "The American Customer Satisfaction Index is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. Data from interviews with approximately 70,000 customers annually are used as inputs into an econometric model to measure satisfaction with more than 225 companies in 47 industries and 10 economic sectors, along with over 200 services, programs, and websites of approximately 130 federal government agencies. Results are released on a monthly basis with all measures reported using a 0 to 100 scale. ACSI data have proven to be strongly related to a number of essential indicators of micro and macroeconomic performance. For example, firms with higher levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. Stock portfolios based on companies that show strong performance in ACSI deliver excess returns in up markets as well as down markets. And, at the macro level, customer satisfaction has been shown to be predictive of both consumer spending and gross domestic product growth. The Index was founded at the University of Michigan’s Ross School of Business and is produced by ACSI LLC."

To read more about the ACSI scores, click here. ]]>

urn:uuid:f869a76f-b1c9-daca-6bd3-0d86b3ee15a1 2011-09-09T18:13:58+00:00

urn:uuid:67fe4632-20d8-5e67-2cb9-1b4975869382 2011-08-27T22:19:49+00:00