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Being capable is not enough

I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience. The former head of SAS Airlines,

June 1, 2015

Why?

This post is the seventh in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The seventh obstacle is a lack of clarity of purpose. A

November 7, 2011