Don Peppers and Martha Rogers Ph.D. invented one-to-one business strategy over 15 years ago. Today, they are recognized gurus, acclaimed authors and globally sought-after speakers.
As the U.S. House and Senate make last-minute changes to the final wording of the financial-overhaul bill, one thing seems fairly certain: U.S. banks and brokerages stand to lose billions of dollars in revenues as a result of the new rules aimed at providing additional safeguards for consumers on investments and other products.
In my previous post, I posed a question with respect to how to handle a customer service problem at a great hotel - the Balmoral, in Edinburgh, Scotland. What should the night manager do, if anything, on the day after the fire alarm roused guests from their rooms after midnight? The several folks who commented on this posting all suggested appropriate measures. The correct solution would be to offer a small gift or rebate - something nominal, nothing very expensive - and to do this in as personal a manner as possible.
Continue reading "The Balmoral Flunks a Customer Service IQ Test" »
This is a quiz, designed to test your sensitivity to important customer service issues.
In the 15 years since Martha and I published our first book we have both become increasingly discriminating customers, much less tolerant of incompetent or uncaring service, and more willing to provide feedback, even when it isn't requested of us. Our careers now involve a great deal of business travel, often international, and so of course some of the services we know a great deal about include hotel service, car service, and air travel.
Continue reading "Test Your Customer Service IQ: What's the Right Decision?" »
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