Driving Growth through High-Value Customer Experiences
I had to laugh at a recent HBR blog post titled “People Are Not Your Greatest Asset”. “Your Baby Is Ugly” would have raised fewer hackles in popular business circles. Rest assured that people are the engine that powers a
Barely a year beyond one of the worst economic slowdowns in recent history I was struck by the familiar disclaimer “past performance doesn’t guarantee future results.” This statement is as true for fund managers as it is for customer service
Customer satisfaction is impacted by so many elements that it can be difficult to decide what to work on first. A recent BusinessWeek article suggested that the fastest way to increased productivity and profitability was to improve employee engagement. While
Road rage and customer service in America are quite similar. One reason customer service stinks is that companies don’t know their customers. How could they? Most customer service is delivered via phone, email, or a chat window. Most American service