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Tony Gorry

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.

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Meetings Of The Bored
12 months ago

Meetings Of The Bored

By  •  Workplace Creativity

Rice Business professors Tony Gorry and Robert A. Westbrook consider boredom. They conclude that we are paying too much to quell our fear of boredom, too readily yielding our refuges to the rush of the now. We should protect segments of time, the argue, putting smartphones and tablets aside, leaving our desktop computers. Just sitting, walking, gardening, talking with friends: these are but a few ways to enter our own personal wilderness.

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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.

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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.

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