Business

Working with customers calls for "emotional labor." This term means that:

Started by geoffrey

Ongoing nave listening is more of an attitude than a strategy.

Started by jenna1

Most companies need to increase the number of complainers they hear from.

Started by storky111

When asking customers for feedback, use of open-ended questions is best.

Started by hbsimmons88

We should avoid challenging customer complaints, instead taking a "let's fix this" attitude.

Started by s.tung

Companies should actively solicit feedback for the following reason(s):

Started by naturalchemist

Explorer groups:

Started by serike

Your first reaction to a customer's complaint:

Started by SAVANNAHHOOPER23

Regarding customer satisfaction surveys:

Started by Zoey63294

Explain "feedback fatigue."

Started by Bernana

What does it mean to view feedback as a form of coaching?

Started by Mimi

So-called "bad profits" emphasize immediate gain over longer-term relationship building.

Started by fbq8i

The "human touch" is far less important in technology-based industries.

Started by penza

Employees (internal customers) are more mobile and job-changing is more commonplace than a generation ago.

Started by mia

The Hertz Car Rental "#1 Gold Club" is an example of:

Started by Zoey63294

Companies can enhance their "trustability" by:

Started by bcretired

What is the difference between "share of the market" and "share of the customer?"

Started by big1devin

What is meant by the advice to "identify granular attributes" about customers and why is this important?

Started by AEWBW

Insight into what may be turning customers offalthough sometimes difficultis essential to service improvement.

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People are more likely to recall a satisfactory customer experience than a poor one.

Started by rachel9

In a McKinsey and Company study of business-to-business customers, the most frequently identified ...

Started by ericka1

A typical company can expect to lose 10 to 30 percent of its customers each year because it turned them off.

Started by dakota nelson

Several ideas for reducing people turnoffs are offered in this chapter. Among them is/are:

Started by javeds

People in an organization who are responsible for articulating a value proposition are:

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The "I" in LIFE stands for:

Started by Anajune7