Customers
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Customers
Customer Education Increases Trust
Service companies shouldn’t worry about teaching their customers too much.
Customers
The Quality Effect on Word of Mouth
Consumer dissatisfaction can be far more potent than satisfaction.
Customers
How to Prevent Your Customers From Failing
As companies use self-service technologies, responsibility for service quality shifts to customers.
Customers
Satisfaction Begins at Home
To find out how well you are serving your customers, ask your employees.
Customers
The Risks of Customer Intimacy
Too much familiarity with customers can backfire, but engaging in multisided conversations can manage the risks.
Customers
The Great Expectations Effect
Asking customers about their wants increases the probability that they will be dissatisfied.
Customers
Managing Corrosive Customers
Strategies for mitigating the negative effects of nasty on-the-job encounters.
Customers
Creating a Superior Customer-Relating Capability
Companies with the best connections to their customers focus on the people and businesses that buy from them.
Customers
New Views on Digital CRM
Managers’ opinions vary about the goals and value of Internet marketing.
Customers
The Real Value of Customer Loyalty
Customer-lifetime value is more than a metric; it’s a way of thinking and of doing business.
