I would say most companies I come across have one or more core values focused on high levels of customer service. It’s one of those “must have” elements in how a company continues to exist. Yet we know that “high quality” customer service is subjective, both from the company’s perspective and the customer’s perspective. On... View Article
David Dallaire founded Fennec Consulting after a twenty year international career working with Fortune 500 companies. He advises clients who are looking to improve their customer’s experience.
Mike Pritchard is President of 5 Circles Research, providing full-service market research and also helping clients improve their own surveys. —————————– While there is plenty of evidence that customer satisfaction is linked to profitability (e.g. https://www.burke.com/Library/WhitePapers/B.WhitePaperVol5Iss3.pdf ) , some wonder if profits will decline by doing too much. One reason for these concerns is when... View Article
What drives customer loyalty? Customers are loyal to businesses when their expectations are met time and time again. In my opinion, the execution doesn’t even need to be exceptional – it just needs to consistently deliver on the promises made. The biggest challenge faced by business owners is how to deliver consistently every time. A... View Article
What drives customer loyalty? Customers are loyal to businesses when their expectations are met time and time again. In my opinion, the execution doesn’t even need to be exceptional – it just needs to consistently deliver on the promises made. The biggest challenge faced by business owners is how to deliver consistently every time. A... View Article