by studio98 | Sep 11, 2010 | Businesses
“Reward, whether in the coin of the realm or the psyche of the recipient, is critical to a service improvement program.” Ron Zemke, Service America In our experience, the nature of the reward is not critical. The key is to “catch employees in the act...
by studio98 | Sep 11, 2010 | Businesses
Most retailers agree that customer retention is the key to improving share of market. Most also agree that quality customer service is the key to customer retention. It’s in how to measure and improve customer service that opinions differ; “the...
by studio98 | Sep 11, 2010 | Businesses
Employees Who Score 90 Percent Or Better Receive Cash Prizes After a new business acquisition, Danvers Savings Bank ($850 million, Danvers, Massachusetts) decided to streamline its sales and service operations and turned to a mystery shopping program to do the job....
by studio98 | Sep 11, 2010 | Businesses
Mystery shopping programs have proven to be a useful tool for one of the country’s leading suppliers of women’s high-end swimwear. This nationwide client of Customer Perspectives, of Hooksett, NH, has been using mystery shopping as part of its customer...
by studio98 | Sep 11, 2010 | Businesses
Jerry likes to golf. But on rainy days, he and his wife, Yvette, are willing to put away the clubs and go “under cover.” Jerry and Yvette spend some of their days scouring the local retail establishments ferreting out candidates for the...
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