When things are going well, it’s easy to be nice. It’s only when the going gets rough that you find out what a person, or a company, is made of. Customers who experience service problems that are dealt with appropriately by the company score far higher on loyalty measurements than customers who have never had a problem at all. I guess nobody told American Airlines.
Read MoreI always thought the purpose of a retail store was to stock product and provide service. Apparently, I was wrong.
Read MoreEverybody knows the value of eyetracking. The problem is, it’s too expensive. But not if you simulate it.
Read MoreLately these little beasties have been cropping up on everything from T-shirts to magazine ads.
Read MoreHow much power should an oil company spend to tell us they are saving power?
Read MorePeople don’t have time to go to your website anymore. You need to reach them where they already are.
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