Customer retention advice from the authors of Managing Knock Your Socks off Service.
If you can't remember the last time you experienced truly excellent customer service, you're not alone. Peter Shankman's tips will ensure that your business is never convicted in the court of bad service....
Every organization insists that keeping its customers happy is a top priority. Yet only half of the respondents in a new AMA/HRI study said they are doing a good job at creating emotional bonds with their customers. Companies who excel at delighting...
In a podcast interview Simon Mainwaring discusses his connected, mutually dependent view of the world.
Learn how companies can build customer loyalty
Sure, your company's mission statement says the customer is number one, but what are your people doing to back up those lofty goals?...
How companies can boost performance by shifting focus to the customer.
12 steps to creating a culture that delivers outstanding service every day.
How companies can identify, encourage, and empower their HERO (Highly Empowered and Resourceful Operatives) employees.
A recent global AMA/HRI study on customer focus found that there are significant differences between what organizations should do to increase customer satisfaction and what they're actually doing....