Long Lines; Long Waits – Does It Need to Be That Way?
My wife and I had taken a vacation to Florida and sometimes she makes the reservations and other times I do. Although I’m a member of both National and Hertz, she had told me that Budget had the lowest rates. I said fine. Who doesn’t want to save a few dollars? When we arrived at the Fort Lauderdale rental car area, the only company that had a long line was Budget. Every other carrier had 2 or 3 people waiting in queue. My first thought was, “Hey, the low rates must be working.” My second thought was, “How … [Read More...]
Book Review: High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
Micah Solomon gets it! This book can help any business understand what service delivery is all about. As Micah puts it, "Exceptional service is a perfect product or service, delivered in a caring, friendly manner on time (as defined by the customer), with the backing of an effective problem-resolution process." So many companies don't take the opportunity to leverage their customer return processes and he explains why this is so critical to your business and for establishing trust. I couldn't have agreed more when Micah … [Read More...]
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About Richard
Richard R. Shapiro is the founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business. [Read More...]Connect With Me On…
