Convenience is a key consideration for customers when they choose who to do business with. Customers want to have options to access a business to make a purchase, research for information, address a billing issue, or file a complaint. It has become a necessity for businesses to offer multi-channel support…. [More]
Every customer has unique expectations from her purchases. These expectations range from quality to unfaltering customer support. The challenge posed to every business is its ability to orchestrate the operations to meet these expectation. Failure to do so translates into irritations for customers. Here is a list of eight customer… [More]
Plastic cards fill our wallets. Credit cards, debit cards, loyalty cards, bank cards, membership cards, and ID cards add weight to the bulging wallet. The migration to the bar-coded key tags is an improvement but still an inconvenience. It is not surprising to find a wallet packed with more than… [More]
Operational excellence is more than an internal business challenge. Find out how to orient your operations to be customer-focused to build customer satisfaction and loyalty.
Customer-friendly service has always been a priority for a business. Keep the customers happy and you earn repeat business and loyalty. Customer friendliness used to revolve around service, which includes speedy response, quick problem resolution, courteous and respectful interactions. These factors are still relevant and important today. However, there are… [More]
My friend and I met for brunch at a restaurant in downtown Vancouver. We ordered our lattes as soon as we sat down. I ordered a regular size and my friend chose a large one. The coffees came with impressive latte art on top. As we took our first sip,… [More]
With over 3,500 passengers on board, I was impressed with how well the Royal Caribbean crew managed the demands for service throughout our 7-day cruise in the Bahamas. The cabin attendants, chefs, waiters, and staff seemed to work around the clock. On days that we were at sea, the public… [More]
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