Search Results for 'Plusses, perils of immediate customer service gratification'

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  • New year brings new challenges

    Mark Lusky || January 20, 2017
    Of the customer service lessons learned in 2016, none is more poignant than maintaining the trust of your customers. Just ask Samsung, whose initial responses to Galaxy Note 7 reports of battery fires and explosions were viewed as somewhat tepid.…

  • Label Marketing Faces Ongoing Challenges

    Mark Lusky || November 14, 2016
    The “perfect storm” of labeling challenges is intensifying. There are three main components: increasing consumer demand for accurate and comprehensive ingredient inclusion, continuing efforts to “spin” products in their best l…

  • Plusses, perils of immediate customer service gratification

    Tammie MacLachlan and Mark Lusky || January 23, 2013
    Instant gratification has become the paramount rule of engagement in many customer service interactions. Increasingly, the pressure is on customer service representatives across corporate America to effect rapid resolutions. Faced with mandates from…