A run on a bank is a nightmare for any banker. Alex Vendervoot—the vice president of First Mercantile American and a strong candidate for promotion as president in the immediate future—was no exception. He had received the news about the unusual rush…
Good Intent In this age of strongly emerging customer capitalism, no company can be unaware of the fact that the customer has firmly placed himself on a pedestal and that he demands to be treated like a proverbial king. Many…
I write this piece in response to the question, “For B2B Marketers What Comes After the Purchase” raised by Spencer Frandsen in his post and brought up for discussion by Katie Smith in the Customer service Professionals group. Because of…
Distinctly Different The manner in which the B2B and B2C customers decide to buy a product or a service clearly sets them apart from one another. A company, as a buyer, is very likely to go through a process of…
With all the technological power packed into CRM software it has no capability in itself to improve the quality of status reports on complaints. It cannot make the report on pending calls look more pleasing. It cannot generate customer satisfaction.…
It is widely known that if a company truly means to deliver exceptional customer service it must nurture and sustain a strong customer-positive culture across the organisation. However, all that is widely known is not necessarily widely practiced. Sometime back,…
Prompted by the tenor of a new discussion “Good products make promises that bad customer service can break” started by Diahann Green in the Customer Service Professionals Group, I have chosen to reproduce a relevant part of the story that…
Schizophrenic Behaviour In the process of resolving my escalated complaints, with some of the well-intentioned and highly regarded companies, I experienced what can best be described as schizophrenic behaviour. I came face to face with two distinct facets of people’s…
The findings of what Eric Larse calls the ‘intriguing bit of research’ (Watermark Consulting) in his post strongly re-confirm that the long-held fixation with the idea of ‘enhancing shareholders value’ as the primary purpose of a firm is making way for the…
In writing this blog I have responded to a very interesting and inspiring article—10 things that define a true professional—posted by Alan Norton, originally at techrepublic.com. Since I am suggesting yet another trait, this response is equally good as a stand-alone blog.…