“Sorry” is a start. But Toyota needs a higher gear to achieve service recovery
Regardless of whether Toyota was slow, ignorant or delusionary to the faults in its vehicles, one thing it has finally done is to say “We are sorry”. Much criticism of the company is anchored in the...
View ArticleOne bad Apple threatens the cart!
The internet is awash with reports of problems with the iPhone 4, the most common being a design flaw with the antenna that leads to dropped calls. Problems with new products are not unexpected. In...
View ArticleCustomer service excellence a new pipeline to success
Service can be a competitive advantage regardless of which industry you are in. While safety and operational excellence remain bedrocks of success in an industrial B2B environment, Vopak Asia sees an...
View ArticleMarketing What Matters in Service
The idea that customer service IS marketing is increasingly discussed. The success of Zappos.com through word-of-mouth about the remarkable service it provides is often cited as an example....
View ArticleThe four capacities a great leader uses to build a service culture
An excellent blog post from Tony Schwartz on Harvard Business Review encouraged us to write about successful leaders in organizations that are building a service culture. Leaders must inspire action....
View ArticleBest Practice is Not Good Enough
Many organizations are eager to learn and implement best practices. However, simply trying to replicate what works in another organization is bad practice. Wal-Mart’s much-publicized $1.85 billon...
View ArticleIs serving your customers faster really better?
Many organizations use waiting time and processing speed as key measures of service quality. This is fine – as long as they don’t become the only metrics that matter. An obsession with such ‘numbers’...
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