What makes it an Extreme Customer Experience Management program? It’s extreme because so few companies use it. Best Buy uses it as a competitive advantage and the gains they get include sales from suggestive selling and customer loyalty.
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 [...]
We have all done it – called a company and realized that we are talking to someone thousand of miles away. Overseas call centers have us doing business often with little knowledge of the distance or potential disconnect with the company we are engaging with.
Unfortunately, there are too many examples of companies [...]
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