Customer Service

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Managing Corrosive Customers

A restaurant patron berates a waiter for delivering the wrong entrée. A traveler cuts in line at an airline ticket counter and demands immediate service. A manager refuses to gather the documentation an outside consultant needs to provide services. As these examples suggest, the obnoxious customer has many faces.


Making Routine Customer Experiences Fun

Businesses are increasingly trying to enhance customers’ experiences, but that’s not easy when dealing with scenarios that are inherently routine. The authors relate how three companies — Jordan’s Furniture, Commerce Bank and Stew Leonard’s — have been successful at injecting fun into seemingly neutral environments.


New Views on Digital CRM

As the Internet becomes ubiquitous in business life, early fears that it would disrupt the business models of many companies (for example, by enabling customers to switch suppliers easily) have subsided.



The Real Value of Customer Loyalty

It's a marketing truism: Higher buying rates and lower service costs make long-term customers more valuable. That, of course, influences what companies spend on customer acquisition and retention. But according to an August 2001 working paper titled “Customers as Assets,” by Sunil Gupta and Donald R.


Recovering and Learning from Service Failure

Effective service recovery is vital to maintaining customer and employee satisfaction and loyalty, which contribute significantly to a company’s revenues and profitability. Yet most customers are dissatisfied with the way companies resolve their complaints, and most companies do not take advantage of the learning opportunities afforded by service failures. The authors provide a research-based approach for helping managers develop a comprehensive service recovery system.


Best Practice for Customer Satisfaction in Manufacturing Firms

In recent years, changes in the business environment have made it harder for firms to maintain long-term sales growth and profitability levels. Global competition has increased dramatically. A larger selection of products and services is available to the same set of buyers, with little growth in overall markets.

Showing 21-30 of 30