Consumer banks work hard to serve and please their clients. Trouble is, all banks compete on the same “big things”: new products, better interest rates, …

Popeye’s Chicken & Biscuits is a popular chain of more than 1,300 restaurants in 20 countries. They promote understanding between the people in head office …

We all live and work in a constellation of relationships based on service. You can see this with the customers you serve and the suppliers …

We often hear “the customer is king.” I don’t believe it. First, many customers do not behave like kings. Some act more like ruffians than …

Some companies track a monthly “complaints and compliments ratio” for each branch, store, department, country or station. This approach has a fundamental flaw when it …

When I tasted the Greenwich Pizza ‘Garden Delight’ in the Philippines, my taste buds got a shock! The pizza was covered with sweet tomato sauce …

I was teaching about customer intimacy and loyalty when one participant asked, “What if your competitor has already built a close relationship with a customer, …

I am regularly amazed by brand new facilities that are obviously user-unfriendly. Huge investments of time and money…but who are they designing it for?! If …

I use a credit card for many business purchases. Since I travel a lot, this means quite a bit of money is charged throughout the …

One of my favorite airlines committed a customer interface blunder. They changed the automated telephone menu system for reservations, removed the 24-hour fast-access option for …