I have talked to many companies who are, with obvious reason, greatly concerned about the health and ultimate survival of their business. For those of you who are not yet in financial crisis I strongly recommend that you focus on customer service and your areas of greatest profitability.
In times when you can not [...]
This economic environment is of great concern to many industries, but the restaurant industry – which operates on narrow margins as it is – is definitely feeling the pressure.
In addition to the pressures on independent restaurant owners, franchisees are also feeling the pinch. I read recently (Wall Street Journal, “Credit Crunch Squeezes [...]
I love seeing research stating that customer loyalty is being built on websites. Finally, companies are starting to exploit the value of this powerful sales, communications and relationship channel. Internet customer experience management is coming of age!
Companies need to think of delivering the best customer experience online as something they can control. After all, [...]
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