Benjamin Franklin once wrote that “the bitterness of poor quality remains long after the sweetness of low price is forgotten.” I love this quotation because it serves as a reminder that price is just one part of a customer’s experience.
You’ve set the goal and your team knows the mission and is ready to begin. Go! While this is an admirable start (some companies never get this far) don’t stop and declare victory just yet. Make sure you measure progress
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.
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,