Customer service is the new selling
The days of the boorish salesman portrayed in the 1992 film Glengarry Glen Ross – where the mantra “Coffee’s for closers” was used to both
May 16, 2016
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Be mine
Have you ever heard someone in a committed relationship say that he or she no longer loves the other person? When questioned, he might say,
February 12, 2013
Customers want the truth
My brother-in-law is an administrator at a high school in Sioux Falls. One day, he encountered a freshmen student in the hall who was visibly
June 27, 2012
Service is a verb
This post is the eighth in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction
March 23, 2012
Learning names is worth the effort
A restaurateur recently approached me and asked, “How can I fake that I know a customer’s name? I have a thousand regulars in my restaurant
January 30, 2012
Customer equity
In his book, Customer Centricity: What It Is, What It Isn’t, and Why It Matters, Peter Fader, Professor of Marketing at the Wharton School of
November 22, 2011
A matter of trust
This post is the sixth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe
October 24, 2011
Good timber
According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared
September 13, 2011
They’re Just Not That Into You
Have you ever noticed the similarities between attracting a prospective customer and wooing a mate? There are lots of similarities when you think about it.
May 13, 2010
