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Constantly organizing and improving systems is a major service leadership responsibility. Better signs or color-coded lines can be simple examples of A-plus information. Answer: True The customer demand for fair value (which will remain constant into the future) makes earning […]

Companies that build “trustability” often find themselves giving away too much product, thus hurting profitability. Assertiveness and aggressiveness are essentially the same things. Answer: False Although CRM systems can provide the most sophisticated relationship-building data, even manual systems that make […]

“Goodness of fit” is one way to exceed customer expectations through greater personalization. Two critical actions for delivering A-plus information in e-commerce are to make customer support easily accessible and to honor the feedback loop. Answer: True Companies that overpromise […]