The saying “you get only one chance to make a first impression” has never been truer. In an age where information flows quickly and freely customer service must be a reason prospects buy from you and customers return to you.
In a previous post I picked on a Shutterfly, Inc. transaction to demonstrate how easy it is to spot customer service problems. Now, let’s turn our attention to what they should do to atone for their customer service sins. First,
When I’m engaged in selecting a technology vendor I often rely on a simple heuristic to discern whether I am getting a vendor or a partner, whether I am getting a company focused on their success or one that recognizes
Not long ago I returned from a trip to Brussels where we hosted a successful symposium for our customers (100% of survey respondents would recommend the event to others). Ask anyone who has been a part of these events what