Late last week, the Web site Politico ran a story claiming that Olive Garden was pulling its ads during The Late Show with David Letterman because of the late-night comedian's recent joke about Sarah Palin's teenage daughter.
With my apologies to David Letterman, let me present (in my opinion)
the Service-Inspired Top Ten Customer Service Mistakes made by leaders
of corporations, customer service reps and their managers.
10. Lack of knowledge about how much a lost customer can cost your company
- in fact, you have the least experienced people handle your most
important asset! Lost customers means lost revenues and profits.
9. You are not keeping your promises - you advertise one thing then make it impossible for your customers to deal with you!
Kevin Plank's improbable hit -- a sweat-wicking undershirt -- kicked off the fastest-growing category of sportswear. Now Nike and other megabrands are in hot pursuit of Under Armour. Welcome to the disrupter's dilemma.