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Recent Comments

  • toya2330: They used to have free coffee/hot chocolate/tea and take a number at my BMO bank and watch silent TV with...
  • Jess Hicks: It would be an improvement in customer service if companies answered the phone not put us on hold for...
  • Victoria D Aguilar: Could not hear the video; just read the text following. Twas a good eye opener nonetheless about...
  • Victoria D Aguilar: This is very enlightening: times have indeed changed but people still want the basic things to...
  • Denis Pombriant: This is in line with an article from Harvard Business School http://hbswk.hbs.edu/item/6067 .html...

No Lines, No Waiting

Bringing service to the fore while conserving your cash

Category Archives: social media

10/26
2009

Low Tolerance for Error When it Comes To Customer Retention

bangheadNineteenth century British Prime Minister, Benjamin Disraeli once said, “Never complain, never explain.”  The sentiment may be hundreds of years old, but I witnessed a customer exercising that bit of wisdom just today.  I was sitting at a tire store, waiting with another customer to have winter tires put on my car.  The wait was ridiculous, and the other customer and I said as much to each other.  There was no communication from the company, no explanation as to why something they told us would take 20 minutes was now spilling into hour two.  After flipping through an outdated magazine for the third time, I watched as my silent companion walked to the desk, calmly asked for her keys, and left.

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10/20
2009

Better Customer Care – an Imperative for Every Business

Delivering better customer care – or, frankly, even adequate customer care – is no longer a soft aspect of running a business.  Better customer care can propel your business – increasing profits through customer retention – or it can make you the latest goat on YouTube.

Do customers really demand better customer care?  They certainly react to companies who take  Seinfeld’s “Soup Nazi” approach. Continue reading after video >>

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