Going Beyond Behavioral Loyalty
Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer. But not so fast! Loyalty does not always have the same wellspring as there are different types of loyalty-qualities. Read this »
Customer Expectations vs. Customer Needs
The first rule of stellar service delivery is: Service is all about expectations..
Five Strategies For Guaranteeing Customer Loyalty
Customer retention has always been one of the most cost effective ways to increase business revenue. Read this »
Defining Your Customer Service Culture
Organizations go to great lengths to differentiate themselves from one another, usually at much expense.
Pitfalls in customer surveys
Can we really trust what companies say to us? We look at the ways to avoid meaningless % facts - and let you really make a difference.
You Are The Leader - Customer Excellence Begins With You
Your organization is like an engine - and you are the switch that can ignite excellence.. Read this »
Building Loyalty - 5 Steps to Succeeding in Difficult Times
Consistently deliver a truly awesome customer experience each and every day.. Read this »