Tag Archives: customer service

Grabbing Customers and Engaging from “Hello”

By Judith E. Glaser Fully engaged customers are more loyal and profitable. A fully engaged customer represents a 23 percent premium in terms of share of wallet, profitability, revenue, and relationship growth. Gallup’s State of the American Consumer report. How can … Continue reading

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Customer Service Social Media Ratings and Business Performance

by Helen Whelan I recently went online to book a vacation in San Francisco. The first thing I did was look at the reviews.   I might have liked the pictures or even the neighborhood but I wasn’t going to trust my gut … Continue reading

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Do You Feel the “Luv” at Work?

by Sandra Ford Walston How often do you hear a CEO declare with pride that his or her organization has never had a layoff, furlough or bankruptcy? Southwest Airlines CEO Gary Kelly made that statement recently at the University of … Continue reading

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