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I love hearing ticket sales executives talking fan relations, promoting season ticket holder (STH) retention. Maybe 15-20 years ago in most major sports, fan relations was simply customer service or a function of the box office. Retention didn’t matter so much because for every STH lost there was one on the waiting list. Or even […]

Let’s cut through all the platitudes of why businesses say they care about customer service; the core reason for any business to care about customer service is sales – generating revenue. Now that’s not what you want your staff thinking about when they’re interacting with customers, because customers want to be served, listened to, respected […]

Let’s keep the government off our backs! That’s the upshot of the article in CIO.com that addressed the mantra of Australian private sector industries struggling to deliver good customer service. One of the telecommunications executives has heard rumblings from government leaders which suggest that the government is considering mandating that telecoms and ISPs start delivering […]