A Service Comparison

Customers patronize many different companies, some small, some large.  But customers do not differentiate between them when comparing their experiences as customers: every company is measured against the performance of all the rest.  This means it is especially important for us to not only compete against our marketplace competitors, because every industry is our competitor Keep Reading...

Service Simplicity Doesn’t Beat Accuracy

When we asked about easily avoidable customer service frustrations, responses ran the gamut of experiences.  But one theme stood out overall: it is more valuable to be 100% accurate than it is to be 100% accommodating to our customers.  Consider Greatta's story for an illustration as to why. Gretta had ordered a large rug online.  Keep Reading...