With limited customer service resources, companies are challenged to deliver access to service in an expedient, fair and cost-effective manner. Since customers hate to wait, how can a company balance available resources and service–to effectively meet and/or exceed customer expectations? Queue…
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Tuesday, September 29, 2009
Wednesday, July 1, 2009
Why Capacity Management Matters to Marketers
In a challenging global slowdown, the world seems awash in capacity. Scans of major business publications show airlines reducing flights, companies furloughing or firing employees, and manufacturers closing plants. If you agree that it appears there is more unused capacity than demand, why should…
Continue reading "Why Capacity Management Matters to Marketers"Wednesday, April 26, 2006
Do Companies Care About Customer Insight?
The most recent Business Week on the newsstands (April 24, 2006) contains a special report on Innovation conducted with Business Week and Boston Consulting Group….
One key finding is innovative companies tend to have a better understanding of their customers including who they are, what makes…
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