It should have been a short telephone conversation. I dialed the 800 number for a cable carrier to find out why we had no access to a television channel guide. Forty-five minutes later, I had been transferred four times, but still had no answer. Twenty-three minutes after that, I still had no … [Read more...]

Think back to your most positive customer service experience. What made it such a good one? Now, think about your worst experience related to customer service or lack thereof. What made it such a nightmare? The chances are you described your most positive customer service experience as one in … [Read more...]

I was first in a long line to pay for my purchase at Sally’s Beauty store. “That will be $23.71,” announced the girl behind the counter. “Oh, did I mention that I’m a member?” I stammered. “Do you have your card please, m’aam?” the girl asked pointedly. “Umm, let me … [Read more...]

Part of "10 Days of Downloads" Regularly surveying customers is a common practice among successful companies. Customer research is a complicated process that requires an investment of time and money. Many companies outsource customer surveys to survey research firms for three reasons: 1) it … [Read more...]