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Setting Your Company Apart in a Commodity Market

In a recent Business Week article about JPMorgan and Bank of America we learn that bank consolidation has led to unhappy customers.  Not surprising really and tough to think of this as “news”.  Clearly, pushing two behemoths together causes change. 

Andrew McFarland 23 February 2010 How to Deliver Customer Service, The Right Kind of Customer Service 2 Comments Read more

With all this Global Warming, Why is my Company Frozen?

Boardrooms and conference rooms across the globe have pretty much frozen up in the wake of economic uncertainty and what feels like the “new world” or decreased consumer spending, low interest rates, and growing unemployment rates. Individuals and companies alike

Andrew McFarland 24 October 2009 Customer Service, When to Deliver Customer Service No Comments Read more

Cutting Costs vs. Saving Money

There is a big difference between cutting costs and saving money.  Although both are looking to free up budget resources, saving money is helpful while cutting costs is harmful to organizations.  Here’s an example to illustrate the difference between the

Andrew McFarland 25 August 200924 October 2012 Influential Factors - Harmful, Influential Factors - Helpful 3 Comments Read more

What are Customers Worth?

What are Customers Worth?

I recommend reading Managing Customers as Investments: The Strategic Value of Customers in the Long Run.  Don’t have a lot of time?  Skip the appendix which contains the “proof” of the authors’ conclusions.  The main idea is that you can

Andrew McFarland 22 August 200915 August 2019 How to Deliver Customer Service, Why Bother with Customer Service 4 Comments Read more
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