Blog

An experiment in customer service

The other day I took a cab from McCarran International Airport in Las Vegas to my hotel on The Strip. About 10 minutes into the drive, I struck up a conversation with the cab driver about the purpose of my trip—to speak to an insurance group about customer service. He

September 27, 2010

Owning a problem is the first step towards resolution

Studies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or, better yet, their delight). Even so, problems often go unresolved or ignored by employees who are in a position to make things right and win

July 22, 2010