3 Things You Can Do to Improve Your Customer Experience Before Lunch

by Martha Brooke on December 12, 2013

We’ve written about it before; customer service gets a failing grade by our Quality of Customer Interaction (QCI™) Score. Other customer satisfaction metrics like Net Promoter Score (NPS) and American Customer Satisfaction Index (ACSI) echo the same dismal fact: customers are dissatisfied with companies. There are countless reasons why the customer experience isn’t up to […]

Here’s Why U.P.S. Failed the Top Haggler

by Martha Brooke on February 17, 2012

David Segal’s “The Haggler” column in the 2/12/12 edition of The New York Times covered a few horror stories about U.P.S., all of which had one thing in common: a customer’s package was lost, and U.P.S.’s customer service was useless. The haggler conservatively estimated that if U.P.S. is truly exceptional at keeping track of packages […]