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 [...]
Will Starbucks not be on every corner???? Starbucks announced a few months back that they will be closing many of their outlets. In their report to analysts, they sited poor real estate decisions. They apparently put some store sales at risk when opening too many locations within too close a proximity.
This is unfortunate, [...]
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 [...]
Avoiding Costly Customer Service Hiring Mistakes
Dan focuses on what you can do to hire the best front line customer service employees possible in this discussion with Kelly Davis, owner of a top-notch human resources consulting firm, The Strategy Tree, www.thestrategytree.com, to find some answers.
The Challenge: Today’s tight labor market makes it tough for customer-focused [...]
In a recent blog entry I wrote about the power of the internet in controlling the customer experience – and using this channel internally to train and learn from.
Recently a PricewaterhouseCoopers report about the consumer-driven era of “lifestyle media” talked about the increased demand for “content packaged in a rich, personalized and social [...]
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