GetSatisfaction [1. blog.getsatisfaction.com/2010/10/04/fastest-way-to-lose-customers/] recently came out with a great infographic showing what, in
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We recently bought a new car - yes, a Toyota. To buy it, we went through Toyota Financial Services. This week, we received a letter welcoming us and
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Yes, you heard it here first: A Poor Customer Service Experience will likely lead to customers shopping elsewhere and, therefore, reduced customer
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The Irony of the Qwest Customer Service NPS Loyalty Program. I'm considered "Mass Market". Let me explain. I received an email recently from
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A SIPOC is a high level process map that includes Suppliers, Inputs, Process, Output, and Customers. The video below explains SIPOC and shows several
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In this short 2:47 minute video, you will learn why Stakeholder Analysis is important, how to conduct a stakeholder analysis, and develop an effective
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The Voice of the Customer is a process used to capture the requirements or feedback from the customer (internal or external) to provide them with a
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Customer Support Help Desk Pages is a self-service method for the customer to resolve his or her own concern without having to chat with a customer
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Apple makes beautiful devices. But, the message for the iPhone 4 update is so scary that it erased any giddyness I might have had for the