Special Features
Reset Customer Expectations You Can’t Meet
It’s Not You. It’s Them, Plus Their Background, Plus You
Adding a Real Human Touch to a Mass Email Takes Less Time Than You’d Think
Preemptively Unwad Your Staff’s Shorts
The Language of Service Recovery
How Should You Compensate a Customer for a Service or Product Failure?
How to Track Customer Preferences on the Internet—Without Intruding
Eliminating Defects by Reducing Handoffs: Learning from Lexus
Why Benchmark Manufacturing Companies?
Six Survey Blunders: How to Alienate Customers Fast
Steering a Company Is Easier with a (3-D) Dashboard
Volume Is No Excuse: Let’s Get the Process Started
Leadership Throughout the Ranks
Managing Public Feedback Online
The Finishing Touch for “Perfect” Websites: Human Contact
Online, the Golden Rule Is Permission
Less Can Be More with Preconfigured Software “Solutions”
Which Level of Service Do You Provide? Letting Them Know from “Hello”
The Customer May Come in Contact with You Earlier Than You Expect
When a Botched Welcome Isn’t Your Fault, You Still Need to Fix It