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Monthly Archives: September 2014

The Customer Service Gap – The Lukewarm Gyro

September 22, 2014

Here is a customer service story that happens far too often. My teenage son and I went to a local restaurant recently where we occasionally go to have pizza and play cribbage together. It is something we have done every couple of months together for years. We go to the same place and order pizza …read more

Comments: 1
Categories:
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The Customer Service Gap: A Goldilocks and the Three Bears Story

September 10, 2014

Did you know that 89% of companies feel that they deliver superior customer service? Did you know that 9% of their customers agree with them?1 That is an amazing difference of opinion, wouldn’t you say? We all think we provide great customer service but how do we know that our customers agree? I was in …read more

Comments: 0
Categories:
  • Blog
  • Consulting
  • customer service
  • word of mouth

When Your Only Tool Is a Hammer…Why We Stoop to Discounting to Draw in Customers

September 3, 2014

In our businesses we often look to lowering our price to entice prospective customers into our stores.

Comments: 0
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