82% of your customers will stop doing business with you after only one bad experience. This is one key takeaway from Mary Meeker’s Internet Trends 2017, a must-read annual report for leaders (that’s you!) doing business in an era of unrelenting,...
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“Investing in providing amazing customer service is most likely going to yield a better return, via referrals, than any form of paid advertising. Are your people empowered to delight customers every time they interact with your organization?” – Matt Tenney...
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Remember the excitement you felt about getting a new item . . . and then that sinking disappointment when it was unavailable? This is a “jilt” and recent research from the Penn State Smeal College of Business shows that this experience “drives [people] to no...
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