The Cost of Poor Customer Service – an excellent blog post by the folks at 1to1 media, with subsequent emphasis added here at OPT –sk Think Customers: The 1to1 Blog <!– Engage the 1to1 Media editors on the topics driving customer strategy –> Topic: The Cost of Poor Customer Service by Mila D’Antonio Whether you’re [...]
destinationCRM.com: 5 Recession-Busting Customer Service Strategies
March 9, 2009 By 2 Comments
destinationCRM.com: 5 Recession-Busting Customer Service Strategies Posted using ShareThis More on the theme of boosting customer service and the customer experience, especially in this economic downturn. A Forrester Research report is framed in the article. I found this quote particularly telling: A major issue Petouhoff finds with many companies is that the c-level executives do [...]
Focus on the Customer and Win in the Downturn
December 12, 2008 By 3 Comments
It seems obvious enough, but when things get tight and cuts loom, sometimes it’s important to take a moment and remember what you can’t afford to forget. Here’s a good article from InsideCRM.com: Every economic downturn in history has inevitably been followed by an upturn, so embracing a good customer strategy during a slump will [...]
Does a Pleasant Tone Really Matter?
October 17, 2008 By 1 Comment
In basic terms, being nice to customers is good for business. We all know that! Right? If you’re a skeptic like me, hard numbers are the best way to support any theory. With that said, I have some exciting news. Recently, we sampled over 1,300 customers and asked them to rate the tone and courtesy [...]
Time to Appoint a Chief Customer Experience Officer?
September 16, 2008 By Leave a Comment
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 [...]
