Experts in customer loyalty have a new maxim: delivering exceptional customer care starts from the inside out. Or to put it another way, the most important thing you can do to win the hearts of your customers is to win the ...
As Netflix staged a decade of tremendous growth, Blockbuster failed to adapt to the internet boom and the switch to all things digital. In 2000, Blockbuster actually had the chance to purchase Netflix for a measly $50 million, ...
Andrew Ranson's insight:
There are lots of these stories in the news lately, and I suspect we'll see more unless companies develop an adaptive culture and a technology augmented leadership approach.
Consumers are now turning to social media to address their customer service concerns. And they want you to give them the “social care” they’re expecting. (Is "Social Care" the Best Customer Service Strategy?
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