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Setting Your Sites on the Service Recovery Paradox

Putting in place an effective service recovery plan ensures companies a reliable measure to improve satisfaction, increase loyalty and building lasting customer relationships. And a truly effective service recovery plan can even reverse any negative impression the customer may have had in the first place. Even in the face of a major service failure, customer … Read more

Run Circles Around Your Competition in 2015

Focus on a Service Strategy  In 1979 I wrote the world’s first customer service program. Customer service has not improved a lot but firms talk about it more. What I saw in 1979 I still see today. Firms spend millions on advertising trying to attract customers and then when they walk through the door, phone or … Read more