the blog!
That is the truth – organizations that focused on customer loyalty are taking the wrong path to customer retention. Mea culpa, I was one of those people who saw Customer Loyalty as the end-all for customer service. If you could […]
Lots have been said about customer satisfaction see at the end of this entry for entries on this blog about customer satisfaction). Organizations struggle to get their customer satisfaction scores under control, they “need” or want to get them to […]
Customers demand more – more features, more service, more representatives. You look at what you can do within your budgeting constraints and probably want to start crying. Not much more you can do, or afford to do; least of all, […]