Customer Care Article

Knowledge at Wharton’s picture

By: Knowledge at Wharton

The mismanagement of bet-the-company business crises has become pandemic. Consider just the most recent examples.

Janet Forgrieve’s picture

By: Janet Forgrieve

Restaurant reservations systems such as OpenTable and Yelp Reservations may be one of the biggest areas where technology is working to help restaurants win new customers and build a bigger roster of loyal regulars. The services offer tools that help eateries customize the experience and add a personal touch to each interaction with a patron.

Mike Richman’s picture

By: Mike Richman

If there’s one thing that separates those who do things in an average way and those who do those same things in an extraordinary way, it’s passion. This sense of intense interest, excitement, and focus drives the authentic pursuit of excellence, even (or perhaps, especially) in the rather mundane realm of customer service.

Ruth P. Stevens’s picture

By: Ruth P. Stevens

Business marketers have much to gain from retention marketing. Business customers tend to be fewer in number, and each is more valuable—meaning you can’t afford to lose even one. But how do you keep your customers active and buying from you, vs. the competition? How do you prevent defection?

Thomas R. Cutler’s picture

By: Thomas R. Cutler

Two words no manufacturing organization wants to hear: product recalls. By their very nature, product recalls are unpredictable events.

The cost to a company transcends potentially expensive litigation and settlements. Product recalls and the effects that product failures have on companies that fail to conduct proper design analysis before, during, and after the manufacturing process are often unrecoverable.

Jerry W. Thomas’s picture

By: Jerry W. Thomas

The many “truisms” of customer loyalty lore are mostly a set of mythologies to deceive the gullible and exploit the innocent. Let us explore these mythologies and then talk about best practices for customer satisfaction and customer loyalty research.

Multiple Authors
By: Kyle Pheland, Belinda Jones

Change is inevitable in every organization. Planned or not, forces inside and outside the enterprise can sometimes encumber a workforce and lead to nonvalue-added processes. Growing spurts, major technology implementations, or even small supply-chain organizational projects can present more issues than expected. However, when a company has a proactive improvement program in place, one that uses lean manufacturing and Six Sigma principles and tools, potential roadblocks can be identified and eliminated.

Kara Baskin’s picture

By: Kara Baskin

Care.com co-founder Donna Levin played a key part in that company’s growth, and the passion was personal. Levin’s work plans were curtailed when her son was 11 weeks old and had a seizure following a difficult pregnancy. Tests were inconclusive. Her daycare situation evaporated; she and her husband took turns staying home with the baby for three years until his health stabilized. Her husband worked nights, she worked days, and somehow they muddled through.

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

(ACSI: Colorado Springs, CO) -- Customer satisfaction with banks is up, according to the American Customer Satisfaction Index (ACSI). Its recent report covers the finance and insurance sector, which includes retail banks, credit unions, health insurance, property and casualty insurance, life insurance, and internet investment services.

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