Apparently Albertson’s doesn’t think so. They’re removing their self-service checkout aisles. As the above-linked article states, “Our customers are our highest priority – and we want to provide them with a great experience from the time they park their car to when they leave,” Christine Wilcox, Albertsons LLC spokesperson told Progressive Grocer. “As we’ve changed [...]
The Importance of Following Up on Customer Issues
March 23, 2011 By Leave a Comment
By Elizabeth Swenson- Sr. Program Manager OnProcess has been working on behalf of Polycom for over 2 years in the area of Asset Recovery; and during this time, we have worked towards building a lot of best practices into the process. Recently during our call process, we received an email from a customer that was [...]
Article: Why Your Customers Don't Want to Talk to You
August 10, 2010 By Leave a Comment
Fascinating article in the Harvard Business Review http://blogs.hbr.org/cs/2010/07/why_your_customers_dont_want_t.html 8:36 AM Wednesday July 28, 2010 by Matt Dixon and Lara Ponomareff Have you ever walked into an airport, seen that there is nobody in line at the check-in counter, but still made a bee-line for the self-service kiosk? Better yet, have you everwaited in line for [...]
No Easy Answers to Excellence?
December 9, 2009 By Leave a Comment
(a.k.a., Real Solutions vs. Point Solutions) There’s an old saying; “When you sell hammers, every problem is a nail”. There are companies who will make phone calls for you. There are companies who have machines that will make automated phone calls for you. They’ll read what you tell them to say, until you tell them [...]
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 [...]
