Jeanne Bliss Jeanne spent 25 years leading customer experience at Lands End, Coldwell Banker, Allstate, Mazda, and Microsoft. Her bestselling books are "Chief Customer Officer" and I Love You More than My Dog. www
Are customers saying they love you? At yelp, epinions, Twitter and hundreds of websites every day, customers who are treated well are not bashful about telling others about how they feel when they are treated well. “I'm in love with...
With only one retail location, Zane's Cycles of Connecticut is one of the three largest bike shops in the United States. They sell $15 million each year in bicycles, and bike supplies, with a relationship grounded in customer trust.
CEOs no longer need to be convinced of the importance of developing relationships with profitable customers and keeping them around. What they need now is a way to accomplish this feat.
In this era of social media, companies who embrace customer feedback and "believe" the words of their customers earn the right to growth. They realize that customers turn to each other more than to advertising and campaigns.
Alma Rettew bought a holiday gift for a friend, and asked L.L. Bean, whom she bought it from, to get it to her friend on a specific date (the company has a service to do this).
The best leaders in my life asked more questions than they gave answers. Too often we jump to prescribing.
CustomInk is a $70 million T-shirt shop that prints custom T-shirts for family reunions and group and business events. Because actual people at CustomInk personally review every single order, they know what events their products are being printed for.
The Headsets.com experience is defined by the attitude of the customer service rep you reach when you call, and how you feel when you hang up the phone from your conversation with him or her. And that experience fuels their growth.
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