November 2004

By John Stanley The perception in the marketplace, according to research, is that customer service is declining. Whether consumer expectations have increased or services have declined over the last few years is debatable. The fact is, perception is truth, in the consumers� eyes. Having stated that, some businesses still seem to excel in customer service […]

We all know it costs less to keep a customer than to attract a new one, but just how can you keep customers happy today when they expect so much more than they used to? Successful businesses today provide outrageous customer service � they focus on reducing the stressors in the lives of their customers

By John Stanley Take a look around any box store around the world and you will discover that the layout is designed in a grid layout. This encourages the customer to walk up and down each aisle and to be exposed to every product on offer. I do use the word exposed with some intrepidation