What Rights Do I Have as a Taxi Passenger?
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When riding in a taxi cab, many people are not sure what exactly they should be entitled to. Many people experience a love/hate relationship with taxis. They love the convenience of them, and are happy to take transportation that absolves them from the responsibility of driving or the hassle of parking and so on. However, [...]
What Rights Do I Have as a Taxi Passenger?
Filed Under Customer Service | Leave a Comment
When riding in a taxi cab, many people are not sure what exactly they should be entitled to. Many people experience a love/hate relationship with taxis. They love the convenience of them, and are happy to take transportation that absolves them from the responsibility of driving or the hassle of parking and so on. However, [...]
Overnight Shipping: Is it Really “Overnight”?
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During an advertisement for an overnight shipping service, an announcer seriously intones ‘When it absolutely positively has to be there overnight.’ But for many, the question remains if the mail is truly delivered during the night time.
The answer is both yes and no.
Logistics of Overnight Delivery
Overnight delivery policies and rates may differ from carrier [...]
Two Tips to Improve Your Success: Use More Than One Metric and Understand Why Your Customers Buy
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I’ve had a bunch of phone calls and conversations about a recent paper I wrote called “Do you know why your customers really buy,” which explores how using attitudinal data is critical to driving real business change. Based on that, I wanted to comment about two things on my mind:
There are a lot of professionals [...]
The Right Sized Survey
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Without getting into deep research, it seems to me that the average marketing manager should be able to put together a sensible survey simply by using some common sense. Somehow, this is not happening as often as I would expect. My speculation is that people are so hungry for feedback on so many items that [...]
Customer Focus Is a Strategic Choice
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The road to Customer Focus Land is paved with great intentions. As the CMC/HRI Magnifying Customer Focus survey indicates, respondents know what needs to be done. They are fully aware of the need for executive sponsorship, ongoing contact with customers and fast complaint resolution. But somehow, due to lack of time, budget or resources, the [...]
3 Elements Omitted in Proposals Will Kill Sales
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When speaking to audiences or coaching clients, I am always asked what may have gone wrong upon submitting their proposal to a prospect who was previously interested but now no longer communicates.
1. Speak to the budget of your prospect
2. Itemize your packages offered for easy comparison
3. Full disclosure
Prior to writing your proposal, [...]
Email, Phones, or Live Chat: Outsourcing Your Contact Center
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Imagine not having to worry about staffing your contact center. Imagine having sophisticated customer and technical support for your business. Imagine having your center staffed by experienced people focused not only on problem solving, but up-selling your customers as well. If this sounds good to you, then outsourcing your contact center may [...]
Sometimes Spending More Can Save You In The End
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First off let me just say this, make sure when you purchase a hi end stove to buy from a place that carries mostly hi end products. Major department stores can often do a good job with middle and low end products but rarely have the man power to handle the extra knowledge required with [...]
Corporate Jet Catering A Catering Service Extraordinaire
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When you fly on a corporate jet, you don’t serve wrapped sandwiches or tea and coffee in a Styrofoam cup to the passengers. No way! Corporate jet catering is almost like dining in a five-star restaurant. Passengers have a choice of meal and it is served on real plates with real cutlery. Along with [...]