Customer Service Value Dimensions

Business Busters And Loyalty Losers Do Nothing To Improve Customer Experience

My friend flew business class with her two-year-old son on a four and a half hour journey. Three hours into the flight the boy became fidgety and loud. My friend asked the stewardess if there […]

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1:1 – The Next Wave In Customer Care To Improve Customer Loyalty

What’s next after customer satisfaction? In their bestselling book, The One to One Future, Martha Rogers and Don Peppers offer some useful answers. To improve customer loyalty, Peppers and Rogers highlight four key approaches: 1. […]

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