Archive for September, 2009
Improving Customer Service with Apologies Instead of Cash
There is an article posted today on www.dailymail.co.uk that will be surprising to many. It states that when resolving a problem with a customer, most customers value a true and genuine apology over receiving a cash payout from the company. The article is based on a study conducted by the Nottingham School of Economics’ Centre [...]
Are Your Customers in the “Waiting Room?”
The other day I had an appointment for my yearly physical. I have been seeing this physician for many years and really appreciate him, his nurse, and the office staff. That being said, I fell victim to one of the things that patients state as their highest frustration in dealing with physician offices…. Waiting time [...]
The Customer Experience Tells the Story – Good or Bad
There is an article in the Post Tribune today that proves a very good point – People don’t value your product or service that you sell nearly as much as the experience you provide for them. The industry that is spotlighted in this article is the gaming industry. Right off the bat it recognizes that [...]
