Recently I conducted a training seminar for managers from several organizations on “Managing Customer Satisfaction and Loyalty.” The participants came from SMEs, large businesses and the non-profit sector. I asked the 30 participants if their organization measured customer satisfaction on a regular basis - two-thirds did not! How does one run a successful [...]

Sprint made news lwhen it sent “you are fired” letters to about 1000 customers who, the company claimed, made excessive amount of calls to customer service. Apparently, these 1000 customers combined made more than 40,000 calls a month in total! See a termination letter sent to a customer. Notice Sprint’s attempt to make [...]