Abstract:
Despite clear demands for better service, customers report almost no improvement in the last decade. Why? Companies too often ignore the dynamic people issues that truly affect customers' experience. Almost half the customers who defect leave because of issues with customer service.
Research Papers
Turning point of sale into an image and sales accelerator
Catalogue: Automotive 2008
Authors: Hubert Boulos, Renaud Degon, Eric Lemerle
 
March 3, 2008
Research Papers
EasyJet community
Catalogue: Panel Research 2008
Authors: Sophie Dekkers, Graeme Lawrence
 
October 24, 2008
Research Papers
Market research
Catalogue: Qualitative 2009: The Evolving Human
Authors: Gloria Jun Zhang, Minghui Zhu, Qing Tan
 
November 19, 2009
