// archives

customer service

This tag is associated with 1 posts

Credit Unions: Filene, Zig Ziglar and Southwest Airlines are on to Something

By Steve Patti ⋅ May 28, 2011 ⋅ Post a comment

Credit unions can learn from what Southwest Airlines, Zig Ziglar and others already know — you hire for attitude, train for skills. The Filene Research Institute provides a blueprint for getting it right.

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Customer Service — Easier Said Than Done

By Steve Patti ⋅ December 1, 2010 ⋅ Post a comment

Outsourced call centers sound like a good deal until they accelerate customer attrition. How eBay (and others) are dropping the ball whereby Customer Support is code for customer avoidance.

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Citi’s One-Size-Fits-All Approach to Buyer Personas

By Steve Patti ⋅ October 11, 2010 ⋅ Post a comment

Citi card services lose another valued customer, but it could have been avoided if Buyer Personas were used.

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