by Erin Beattie | Sep 18, 2018 | Service
In 2016 the Harvard Business Review published a wonderful paper based on the results of research on more than 10,000 U.S. consumers about their perceptions of nearly 50 U.S.-based companies. The authors had this to say about their main finding: “Products and services...
by Mark Colgate | Aug 22, 2018 | Service + Coaching
There is a symbiotic relationship between customer service and coaching. The science of customer service, which is built around the 3Rs of reliability, responsiveness, and relationships, give us a behavioural framework in which to educate employees on how to deliver...
