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Fix what customers don’t like, but also give customers more of what they do like. Continuous improvement in customer service is not all about root cause analysis and process improvement. Much of it is about doing more of what already satisfies the customer. In the article Survey: Oshkosh good for business as CEOs cite better […]

There are times when the best tool in customer service is…a calculator. The Los Angeles Angels of Anaheim (a Major League Baseball team) got a PR black eye recently when it told ticket holders to redeem vouchers for their “advanced ticket packages” (about 7,000 were sold) at the stadium starting on a Tuesday at 9 […]

If more students stay for four years, then more will graduate. Hmmm. It’s so simple…it’s brilliant!! But there’s one problem – how do you get students to stay? In the article Better student retention will help graduation rate, it’s noted how Oklahoma University’s President, David Boren, is trying to increase its graduation rate by increasing […]