How fabulous are the online shoe retailers like Zappos! I have heard many women speak directly to the value and benefits of not having to deal with the negative aspects of brick and mortar shoe shopping.
This was driven home when I read the Forbes article interviewing Tony C. Hsiech, the 34-year-old CEO [...]
It is a holiday weekend and I am sitting in my hotel room. The hotel is part of a major chain. This is kind of a busman’s holiday for me, since I really can’t shut down my brain when I observe and live the effects of bad customer service. Yet, my family needs [...]
Smart companies realize that in a customer-service dependent environment it is critical to understand what the employees are thinking, believing and feeling. Taking a pulse on that and understanding how it relates to customer satisfaction provide a critical link to improved results. Companies such as Abbott Laboratories, American Express and Washington Mutual stay on top [...]
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