Building A World Class Customer Service Department

Customer Service can either enhance satisfaction, loyalty and brand image, or it can destroy them. How often have you called customer service and were put on hold for ten plus minutes listening to elevator music and/or had a rude experience? The following provides a framework for developing a Best In Class Customer service department. 1. It starts with a vision, statement of values, defining the culture and the mission. Think of Nordstroms, what do you think of? Maybe high prices, but always

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Still More Reasons for New Product Failures

This is the last blog in a series of new product failures, and some of the causes behind these failures. 11. Not understanding the capabilities of the installer: When a product is incorrectly installed, the customer will blame both the contractor and the brand. An example is when single ply rubber roofing came out decades ago, a company distributed their product to several contractors in a metropolitan area. The problem was that they never adequately trained roofing contractors on how to

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15 Reasons Why New Products Fail

15 Reasons Why New Products Fail It has been estimated by some industry studies that 70% to 80% of all new product introductions fail (withdrawn from the market or significantly below sales expectations). Although this number is debated (percentages could be as low as 40% to 60% depending on the industry), there can be no argument that there have been numerous product failures. The following describes mistakes made by companies which result in making many new products roadkill. This

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Building A World Class Customer Service Department

Still More Reasons for New Product Failures

15 Reasons Why New Products Fail

Why Your Titles Should Be No Longer Than This

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