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A recent Accenture consulting research study noted that 2 out of 3 consumers worldwide “switched providers in at least one industry in the past year due to poor customer service.” In addition, “Forty-four percent of consumers said their expectations today are higher than they were just a year ago.” Boiling these two key points down […]

Go to Google News and search on “business retention.” When I did this recently, there were 102 items of business news for the last week alone, and they are from close to 100 different locations. Why is this term becoming so ubiquitous (never used that word in a blog post before…very exciting!)? “Business retention” programs […]

“Service, Price, or Quality – Pick any 2.” A sign with that statement used to hang in my dry cleaners years ago – luckily, it was a joke. They’re pretty good at all 3! But that statement hasn’t died; a recent article in Moneywise essentially had a revised version of the statement – “Service or […]