Posts Tagged ‘service’

A Wake-Up Call to the Newspaper Industry

Tuesday, November 11th, 2014

I had an experience recently that made me think: “Hmmm. Maybe this is one of the reasons the newspaper industry is struggling.”

After landing a new account recently, I began setting up my files and processes for gathering information about the client and sources of information that would help me stay on top of issues impacting them externally. This generally includes some combination of online sources, industry trade publications, etc. In this case, because of the type of business the client does, I decided to subscribe to the local paper because I wanted to add it to my morning reading ritual.

So, I went online to their website to subscribe. And that’s when the fun began. (more…)

Effective Apologies

Monday, February 20th, 2012

There is research to suggest that companies that fail to meet customer expectations, but perform service recovery effectively, can achieve higher satisfaction levels than companies that never failed to meet expectations in the first place.

It’s known as the service recovery paradox and there is plenty of evidence to suggest that (more…)