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Harvey’s Hardware is a legend in my town of Needham, Mass. In business since 1953, Harvey’s sells what most people consider to be commodity items--nuts, bolts, lawnmowers, shovels, and so on. And yet, Harvey’s revenue per square foot is almost four times higher than the typical hardware store. This is shocking considering that even though they sell commodity products:
Companies need to understand and manage the rising threat of online public complaining.
Women are the next global emerging market. Their economic power is truly revolutionary, representing the largest market opportunity in the world. Just look at the numbers: Women control 65 percent of global spending and more than 80 percent of U.S. spending.
Sometimes the biggest resistance to innovation comes from the person who should benefit most from it - the customer. Customers can be very conservative. When you come along with an unorthodox new product or service they are often initially unimpressed. Why should the buyer take a risk with your unproven new gismo? He knows that new products often have bugs and he does not want to be the guinea pig on which you experiment.
Does your business rely on local customers?
What is Talent?
By Scott Martin, USA TODAY
I hear a lot of talk and see a lot of confusion around ‘ customer experience ’.
12 August 2011 What's the point in delivering a good experience to customers? As long as you avoid driving them away with appalling service, is there really value in setting a higher target? These are important questions that get to the core of the commercial value of the relationships service providers build with customers. Do you understand what proportion of customers feel you don't meet their functional needs?
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Organizations like to talk about how important they consider the customer experience. Yet, according to recent research from Forrester, most fail to deliver really good ones. Why?