by Günter Richter | Jun 9, 2015 | Customer Management
I’ve come to notice – both as a consumer and as a keen observer of customer management disciplines – that customers are often difficult to please. There is nothing wrong with expecting good customer service. Customers that are forking out hard...
by Günter Richter | Jul 11, 2011 | Customer Management
We are all pretty quick to complain about poor customer service to our friends, family, and acquaintances, but how many of us actually give organisations a chance to make things better? How often do you say ‘no’ when asked to complete a customer satisfaction survey?...
by Günter Richter | Jan 9, 2011 | Business Strategy, Customer Management
Traveling on EasyJet recently, it struck me how poor the customer service was. With the exception of the check-in counter representative, all of the staff I interacted with would certainly have benefited from a reading of Carnegie’s ‘How to Win Friends and Influence...
by Günter Richter | Jul 20, 2010 | Information Technology
No doubt you’ve come across them, termed a ‘shared service’ or ‘support function’. They are meant to be there as an enabler to support core and other business activities. Generally termed ‘Information Technology’ or IT, they...
by Günter Richter | Sep 18, 2009 | Business Strategy, Customer Management
As more and more industries become competitive, and differentiated products and services become commodities, the importance of performance management – with a customer oriented view – cannot be overlooked. Traditional performance management is closely tied to an...
