http://www.stevecurtin.com/blog/2008/06/05/customer-unfriendly-return-policy/ Just another WordPress weblog Thu, 20 Nov 2008 14:24:00 +0000 http://wordpress.org/?v=2.5 http://www.stevecurtin.com/blog/2008/06/05/customer-unfriendly-return-policy/#comment-22 Steve Sun, 08 Jun 2008 01:08:24 +0000 http://www.stevecurtin.com/blog/?p=12#comment-22 Dianne, Interestingly, in a recent survey I conducted regarding reasons for declining customer service, the number one reason suggested by respondents was "workforce optimization" - which is just a fancy way of saying that most businesses are so focused on short-term efficiencies (employee productivity, cost savings, cutting corners, etc.), that they tend to sacrifice long-term effectiveness (employee and customer satisfaction, quality, loyalty, etc.). One respondent said that mom-and-pops establishments are about the only places that consistently provide exceptional service anymore - because they haven't been told by corporate headquarters to optimize! Thanks for your comment! Dianne,
Interestingly, in a recent survey I conducted regarding reasons for declining customer service, the number one reason suggested by respondents was “workforce optimization” - which is just a fancy way of saying that most businesses are so focused on short-term efficiencies (employee productivity, cost savings, cutting corners, etc.), that they tend to sacrifice long-term effectiveness (employee and customer satisfaction, quality, loyalty, etc.). One respondent said that mom-and-pops establishments are about the only places that consistently provide exceptional service anymore - because they haven’t been told by corporate headquarters to optimize!
Thanks for your comment!

]]> http://www.stevecurtin.com/blog/2008/06/05/customer-unfriendly-return-policy/#comment-21 Dianne O'Brian Sat, 07 Jun 2008 22:15:09 +0000 http://www.stevecurtin.com/blog/?p=12#comment-21 Steve, Your comments speak directly to what is going on in the retail industry nation-wide. The "how-can-I-help-you" has been replaced with the "we-need-your-dollars-but-not-your-business" mentality!! At what point will retail figure out that Nordstrom's (mentioned in an earlier blog) and a few others really DO have the answers to all retail questions!! Steve,
Your comments speak directly to what is going on in the retail industry nation-wide. The “how-can-I-help-you” has been replaced with the “we-need-your-dollars-but-not-your-business” mentality!! At what point will retail figure out that Nordstrom’s (mentioned in an earlier blog) and a few others really DO have the answers to all retail questions!!

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