Obama wins. America gets a new service innovation capability.
It took only seconds after McCain's concession last night for e-mails to start arriving from Brazil, Malaysia, and Europe. The most significant one, in my opinion, ...READ»
Complaints are a first step to innovation. When your customers complain, they're sharing valuable knowledge with you about their unmet need. Knowledge that, if acted on properly, can guide your idea or innovation to the top. ...READ»
What most people tend to overlook ins ervice companies is that the customer identifies your company with the way they are treated by your frontline people. If they are treated nice, polite and effective, they think you have a great ...READ»
This is my first blog here, so I am going to try to lay down some ground work. Before we can embark in detailed work of what makes feebdack work, and how you can create better customer experiences - let's put some definitions out ...READ»
In the last two years I have seen a consistent and ever growing decadence at big box retailers in the US. Recently I found myself choosing NOT to shop at Home Depot, but instead to visit a smaller retailer further from my home ...READ»
For a long time customer service has been a strong strategic tool for many service-based companies like USAA Insurance Company and the Four Season Hotels and resorts. However, today, product-based companies like Apple and Lexus are ...READ»
