Customer Service

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03-Marketing-500

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.

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09-Marketing-500

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.

Showing 21-40 of 41