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Poor customer service from airlines is legendary. It's cliche. It's so common that when we do get great service we feel like we've won the lottery, if only for a moment. But it doesn't have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do many other companies that find ways to provide remarkable service to their customers. They choose to overcome their challenges and they take care of their customers very well. And they do it consistently. |
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Friday, 08 February 2008 |
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High-tech purchases and gifts too often come with a downside: the need to contact customer service or technical support. For instance, a radio-controlled airplane I got as a gift had instructions that were both useless and amusing. The person who translated the instructions from Chinese knew about as much English as I know Chinese |
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Thursday, 07 February 2008 |
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Without metrics to track performance, marketing and business plans are ineffective - Businesses need to know which success factors require measuring and understand the difference between measurements - the raw outcomes of quantifying; metrics - ideal standards for measurement; and benchmarks - the standards by which all others are measured. |
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Wednesday, 06 February 2008 |
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Bad customer service is rarely forgotten. In fact, the experience often gets repeated to friends and family. But on-the-job rudeness, unhelpfulness and inattention to customers are becoming the norm |
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Wednesday, 06 February 2008 |
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Customer loyalty is one of the first things on executives' minds, and certainly first on their lips when asked about top business concerns. Studies indicate that customers will go to a competitor after just one or two bad experiences; there are few barriers to prevent customers switching; and social media have put the power of communication squarely in the hands of the consumer. |
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Wednesday, 06 February 2008 |
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Forty-four percent of employees say they have worked with co-workers who have abused workplace rules and/or regulations, according to a recent study by the Employment Law Alliance. What options are available for business owners or human resource professionals when dealing with a difficult employee? |
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Wednesday, 06 February 2008 |
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Consumers continually demand better service, and yet today's organizations already seem unable to provide consistently satisfying service across every channel. But customers aren't the only ones feeling underserved. Statistics recently released indicate that one complaint is surprisingly common with North American companies: Their own needs aren't being met by the customer service channels they've built. |
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Tuesday, 05 February 2008 |
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Drawing from the manufacturing sector and the concepts of six sigma, the service industry has often made attempts to standardize its processes, with disappointing results. |
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Tuesday, 05 February 2008 |
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In the current environment, the three most important words in real estate, “location, location, location,” may have been replaced by “Know thy lender.” As the mortgage industry shifts-like an economic version of an overactive geologic fault line-it is critical that real estate brokers maintain control of the financing and home-purchase customer experience. |
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Tuesday, 05 February 2008 |
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Part of our business is to facilitate employee feedback forums. In these sessions, we have neutral sessions with employee groups about a variety of topics. Then we provide that information to management so they can have direction on actionable items to make meaningful changes in their company. |
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Monday, 04 February 2008 |
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