Customers
When Unhappy Customers Strike Back on the Internet
Companies need to understand and manage the rising threat of online public complaining.
Customers
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Customers
Designing the Soft Side of Customer Service
Organizations need to value the “soft side” of customer management: emotions, trust and control.
Customers
Is Your Company As Customer-Focused As You Think?
Managers can gauge their company’s customer focus by posing a set of five specific questions.
Customers
Customer Education Increases Trust
Service companies shouldn’t worry about teaching their customers too much.
Customers
The Quality Effect on Word of Mouth
Consumer dissatisfaction can be far more potent than satisfaction.
Customers
How to Prevent Your Customers From Failing
As companies use self-service technologies, responsibility for service quality shifts to customers.
Customers
Satisfaction Begins at Home
To find out how well you are serving your customers, ask your employees.
Customers
The Risks of Customer Intimacy
Too much familiarity with customers can backfire, but engaging in multisided conversations can manage the risks.
Customers
The Great Expectations Effect
Asking customers about their wants increases the probability that they will be dissatisfied.
Customers
Managing Corrosive Customers
Strategies for mitigating the negative effects of nasty on-the-job encounters.
Customers
Creating a Superior Customer-Relating Capability
Companies with the best connections to their customers focus on the people and businesses that buy from them.