Monthly Archives: April 2011

You Can’t Always Get What You Want

In his excellent weekly newsletter, friend John Stewart of Vantage Economics preaches to business people that one way of boosting revenues is improving customer satisfaction. Why? As John puts it, “many of your customers and suppliers will be more sympathetic … Continue reading

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Experience Drives Behavior

In a networking group I attend, one of the participants stood up and talked about an address he heard several years ago about how one’s experience will define his or her purchasing decisions. Specifically, if the buyer had a favorable … Continue reading

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Business Orientation vs. Customer Orientation

In a recent meeting of a group of small business bloggers I meet with, two of the participants got into an interesting confrontation. The discussion opened when one business owner was handing out some of his wares to promote his … Continue reading

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Organized Labor vs. Customer Service (cont.)

So are unions necessary for the provision of good Customer Service? The prevailing view of management is a resounding “NO”. Whenever possible, as noted before, organizations with call centers will actively try to close centers where the workers are unionized … Continue reading

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