What would you think if a company you did business with said cutting 2,000 customer service jobs would have NO impact on the service they provided? My 1st reaction was – you’re crazy! Cuts of this magnitude (about 6% of
Time Warner Cable (TWC) recently committed themselves to improving the customer experience through a variety of steps. For this we can thank competition. But the jury is out about whether they can actually change. To succeed in this journey (long
In business we say we want deeper customer relationships and in a previous post I suggested ways to develop these relationships. What we do is quite different. Many companies drive a wedge between customer and supplier, which actually destabilizes and
Before you start work on deepening customer relationships, consider 3 dimensions that make personal relationships succeed and thrive.