Getting customers involved in all stages of the product development process isn’t something most companies want to do. “They want customers to give them their money and go away,” says Garrison Hoffman, president of Peekskill, [Read More]
Which companies come to mind when you think of world-class customer service? Which establishments do you patronize whose service exceeds your expectations on a continual basis? Typically, they’re not the places offering the lowest prices. [Read More]
When budgets are tight, your customer rules more than ever — whether the customer is internal to your organization, a b-to-b client, or an end-user of your product or service. How you [Read More]
In an exclusive interview with FuelNet, Ed Horrell, author of the best-selling book The Kindness Revolution: The Company-wide Culture Shift That Inspires Phenomenal Customer Service and host of a popular business radio program, shared his [Read More]
When Jeff Bezos, founder of Amazon.com, appeared on television for a recent PBS interview with Charlie Rose to unveil Amazon’s revolutionary Kindle book-reading device, he made what some consider a startling admission: Amazon still does [Read More]
When the economy slows to a crawl, you have to be quick on your feet. That means revisiting some of the basic principles upon which superior customer service is built. You may think, for example, [Read More]
The concept behind the book The Milkshake Moment (Wiley, 2008) was born out of author Steven Little’s frustration with a textbook example of failed customer service standards. He describes how he tests the room service [Read More]
