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Creative Customer Service By Mary Sandro - A large part of customer service success is creating a seamless experience. Customer needs are anticipated; systems are in place; employees are trained. The company runs like a well-oiled machine. But what happens when the unexpected happens? Customers have an %u201Cunusual%u201D request or they simply don%u2019t know the rules of the system? The unexpected, I suggest, provides the opportunity to stretch the system, improve the system, or even forget the system and Wow a customer. ^pop (Added: 14-Apr-2001 Hits: 1419 Rating: 5.00 Votes: 1) Rate It

Are you feeding customers a line of bull? By Jamie Walters - Evidence abounds of companies creating authenticity gaps between the words they spew and the actions they do. Here's food for thought to ensure integrity-filled interactions with your customers. (Added: 12-Oct-2000 Hits: 734 Rating: 0 Votes: 0) Rate It

Building a World-Class Customer Process - November 1997 By Ivy McLemore - Controllers are in a perfect position to help their organizations achieve maximum financial benefits throughout the customer cycle — and be perceived as valuable business partners. (Added: 21-Apr-2001 Hits: 522 Rating: 0 Votes: 0) Rate It

But Wait, You Promised By Charles Fishman - Every company wants to delight its customers. Don't you spend most of your day delighted? (Added: 21-Apr-2001 Hits: 767 Rating: 10.00 Votes: 3) Rate It

Consumer Revenge By Shari Caudron - Today’s consumers have more money, education and information than previous generations had, and because the marketplace is crowded with companies that want their business, consumers are in the driver’s seat. Companies that commit time and resources to understanding and meeting customer demands will be positioned to go the distance. (Added: 21-Apr-2001 Hits: 378 Rating: 0 Votes: 0) Rate It

CRM 101: The Essentials to e-Customer Relationship Management By Grace Chan - Customer Relationship Management, commonly known in the business realm as CRM, is a booming industry that large consulting firms are tapping into (especially during the current economic downturn), offering their high-cost services to any company who can “afford” them. Does that leave the smaller businesses to ruin without a consulting firm's expertise? (Added: 6-Mar-2002 Hits: 220 Rating: 7.00 Votes: 1) Rate It

Customer intelligence and retention By Ernest Lotecka - Why do most companies' products and services fail in the marketplace? Largely because of focusing on what the companies wanted and knew, instead of what customers themselves knew and wanted. (Added: 21-Apr-2001 Hits: 448 Rating: 0 Votes: 0) Rate It

Customer Loyalty Language By Michael Lowenstein - We have found Gray’s ideas a very useful metaphor for helping interpret the interaction between customers and the suppliers who provide them with goods and services, trying to earn their loyalty (Added: 21-Apr-2001 Hits: 583 Rating: 9.00 Votes: 1) Rate It

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