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At some point, most people have been involved in a customer service situation in which they were unable to get past a generational difference. |
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Friday, 23 March 2007 |
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How do you turn a profit and make the customer happy at the same time, especially with less staff and fewer available seats? |
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Friday, 23 March 2007 |
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I had an experience at Staples the other day that stands out in my mind because the clerk – Jill – did something I constantly teach but I so rarely see demonstrated. |
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Thursday, 22 March 2007 |
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Excellent customer service is often the final ingredient needed for dentists to take their practices from good to great. Superior customer service does not happen by accident. |
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Thursday, 22 March 2007 |
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Satisfaction ratings are falling for government Web sites as commercial sites raise the bar for online experiences; the private sector may have much to teach the public sector. |
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Wednesday, 21 March 2007 |
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A focus on the customer experience over the past year is probably the cause of a significant drop in customer satisfaction levels in the contact center, according to a recent report. |
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Wednesday, 21 March 2007 |
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Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. |
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Monday, 19 March 2007 |
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Over the last ten years or so, the retail landscape has developed so much, it has become unrecognizable. Whereas retailers used to be a collection of run of the mill grocery shops, with little to differentiate between them except price, location and demographic reach, retailers have become far more aware, with an eye on the competition and an iron will to gain an ever increasing slice of market share. |
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Friday, 16 March 2007 |
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Having taught marketing and sales management for almost 10 years and worked in marketing management positions for the past 20 years, I think I have finally figured out what separates exceptional from poor customer service. |
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Wednesday, 14 March 2007 |
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Some Blockbuster Online customers have reported that they have not been receiving their movies and that calls to customer service have been "fruitless." Blockbuster, blaming the problems on technical glitches, appears to be trying to keep the problems under wraps. All in all, this isn't too surprising. |
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Tuesday, 13 March 2007 |
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