Great article from the UK entitled 25 Customer Service Statistics to be Aware of for 2011 and the last paragraph of the entire article says it all: Many businesses still don’t ‘get it’! And, crucially, Those that do will be the ones that succeed in 2011 (and beyond!) It can’t be spelled out any clearer [...]

When you look at the company budget – do you spend equal dollars on marketing for new customers as you do servicing your existing customers? When the economy started to tank, one of the first things companies pulled was training. The focus on customer service shifted from having importance to a “nice to have.” I [...]

I recently asked the following question of my LinkedIn connections: “Will your budget for training be cut in 2009 because of the downturn in the economy?” Here’s what I learned: Leslie G. Ungar wrote: As a coach-speaker-consultant my perspective is from the other side of this question. So far, knock on wood, I have not [...]

I was in a hurry Tuesday night.  I had 45 minutes to grab a quick bite before heading to a meeting.  I didn’t want fast food but didn’t have time to enjoy Ruby Tuesday’s lovely menu so I opted for Eat and Park in Streetsboro.  I always wondered about the name of this chain of [...]