Here’s a germane article on this timely topic. Of particular interest to me was the statistic: “…a Gartner study revealing that while 95 percent of firms survey customers to get feedback, a paltry 10 percent do anything with that feedback” We see this phenomenon a great deal both in our Reverse Logistics and our Customer [...]
You're only as good as your people. And processes.
September 4, 2008 By Leave a Comment
In businesses with many customer touchpoints, each of those touchpoints is both a threat and an opportunity. Huge companies with thousands of employees and hundreds of thousands of customers can spend literally millions of dollars on advertising for branding, new customer development and upsell. Yet, one bad customer interaction can sour the whole works. Multiply [...]
Who are you, and what do you do?
September 4, 2008 By Leave a Comment
Yeah, we get that a lot. As we start to get this blog going, we’ll be answering those questions and more. It’s an interesting story, actually. In addition, we’ll be talking about the issues we and our client companies deal with in general, because believe it or not there are a lot of folks who [...]
