Image

Posts By Tony Gorry and Robert A. Westbrook

Show Them That You Care
11 months ago

Show Them That You Care

By  •  Customer Relations

Information technology is reshaping relationships between companies and customers, bringing benefits to both. But unfettered use of this technology can erode customer care. For a company to care for clients effectively, both its managers and front line employees must listen empathetically to what they have to say.

Read More
Can You Hear Me Now?
2 years ago

Can You Hear Me Now?

By  •  Customer Service

Ever since the first innkeeper served the first traveler, service providers have amused each other with stories about clients. Those stories are actually even more valuable up in the C-suite, write professors G. Anthony Gorry and Robert A. Westbrook. Gathered carefully, customer narratives boost service, prompt innovation and feed a healthy corporate culture.

Read More
The Customer Is Always Right
2 years ago

The Customer Is Always Right

By  •  Marketing

Information technology is redefining customer service. But caring for customers has to be more than a phrase: it requires actively empathizing with their experiences.

Read More
Top

Subscribe to our mailing list

Do NOT follow this link or you will be banned from the site!
Simple Share Buttons
Simple Share Buttons