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Title Author Type Date Words
Truly Global Content Requires Holistic Localization Effectiveness. Herrmann, Bruno Oct 1, 2020 1064
Talking through adversity. Mansfield, Samantha Aug 1, 2020 523
How to Cut Costs With CX--and Prove It: Cutting costs in quantifiable ways is a win for customers and companies. Manning, Harley Jan 1, 2020 778
Why People Must be a Critical Aspect of Digital Transformation, 2019 Report - Focus on How to Improve Customer Experience in your Business Strategy. Report Dec 18, 2019 531
With Gamification, Contact Centers Can Be Fun: Companies should embrace video game techniques to improve agent engagement. Korzeniowski, Paul Dec 1, 2019 1964
How to Create Repeat Shoppers. Martin, Kat Dec 1, 2019 293
5 questions to ask before putting AI into practice and a checklist for success. Nov 13, 2019 939
Is technology holding you back from delivering exceptional customer service? 5 ways to buck the trend. Nov 6, 2019 880
Making Customer Service a Priority: Instead of ignoring complaints, newspapers should create better experiences for readers. Gallagher, Tim Oct 1, 2019 806
Things to look out for when buying a laptop to enjoy better after-sales service. Jun 26, 2019 429
100 Practical Ways to Improve Customer Experience: Achieve End-to-End Customer Engagement in a Multichannel World. Brief article Dec 1, 2018 184
Seven ways to improve customer experience. Nov 21, 2018 899
A Core of E-Commerce Customer Experience Based on Conversational Data Using Network Text Methodology. Alamsyah, Andry; Laksmiani, Nurlisa; Rahimi, Lies Anisa Jun 22, 2018 3028
Are You Prepared to Parent Your New Young Hires? Younger workers need to learn how to handle customers--and how to handle themselves. Wynn, Garrison Nov 1, 2017 768
How to Get the Most Out of a Site Redesign: A Digital Analyst's Perspective. Kemelor, Phil Nov 1, 2017 889
The Art of (Automated) Conversation--How to Prioritise Quality Assurance in Chatbot Technology. Cadet, Carlo Sep 1, 2017 1480
Understanding the innovations implemented in the service operations systems through the method PCN analysis: a multiple case study on customer service assistance/ compreendendo as inovacoes empreendidas nos sistemas de operacoes de servicos por meio do metodo PCN analysis: um estudo de multiplos casos em servicos de atendimento ao cidadao. Scanfone, Leila; Torres, Noel, Jr. Ensayo Apr 1, 2017 10427
11 tips for modernizing your insurance brand. Nov 16, 2016 1159
Take 5: tactics to keep your customers coming. Alter, Shannon Column Jul 1, 2016 550
How to keep customers happy and drive continuous improvement: striving for the highest level of service and care will allow your franchise to set new standards for customer service. Bevis, Jeff Jun 1, 2016 952
Do you have the right technologies to personalize customer transactions? Schelmetic, Tracey E. Jun 1, 2016 525
Are you being self-served? Ojala, Marydee May 1, 2016 928
Customer Service Management: How to delight and grow customers. Apr 22, 2016 293
Gas utility customers: safety, reliability best way to keep them satisfied. Reed, Michael Apr 1, 2016 1680
Voice biometrics: pre-deployment test methodologies. Jan 1, 2016 952
Inclusive participatory workshop: accessible iconography design. Cinto, Tiago; Avila, Ismael; de Souza, Fabiani Report Jul 1, 2015 3512
How to achieve digital transformation. May 1, 2015 817
Getting your FAQs straight. West, Jessamyn Apr 1, 2015 1137
The eyes have it: customer self-service get visual. Rosenberg, Art Mar 1, 2015 669
Improving customer services: with excellent customer service being the main driver of patient retention and loyalty, retail expert Andrew McMillan shares his top tips for delivering a distinctive customer experience. McMillan, Andrew Dec 12, 2014 631
How to create meaningful customer experiences: tap into the power of purpose, empathy, and memories. Temkin, Bruce Nov 1, 2014 661
Custom copy: unlocking the gates to customer engagement, heightened ROI. Majewski, Carrie Nov 1, 2014 732
Agents skills for mobile customer services. Rosenberg, Art Sep 1, 2014 626
Cost-effective ways to deliver multichannel customer service. Aug 1, 2014 748
Top three lessons learned at the community pool. Hamaker, Christian Jul 1, 2014 357
Customer service matters. Anglisano, Larry Jun 1, 2014 635
Tying a bow on the retail shopping experience. Bernier, Paula Brief article May 1, 2014 319
Five ways to amp up your customer conversations. Cascio, Elaine Apr 1, 2014 605
7 Ways to Close the "Value Gap" on Customer Service. Feb 25, 2014 1167
Focus on value how to get a true view of the customer experience your company delivers. Nov 1, 2013 678
Love/hate with IVR. Linask, Erik Nov 1, 2013 694
Creative ways to solve customer experience challenges. Motley, L. Biff Oct 1, 2013 561
Four tips for serving your 'customers'. Legge, Deb Sep 1, 2013 739
Cost-effective ways to deliver multichannel customer service. Aug 1, 2013 730
Using multiple data channels to understand online customer needs. Gao, Kevin Jul 1, 2013 1087
Five ways to rev up your customer experience. Cascio, Elaine Jun 1, 2013 729
On approach for the implementation of data mining to business process optimisation in commercial companies. Pivk, Aleksander; Vasilecas, Olegas; Kalibatiene, Diana; Rupnik, Rok Report Jun 1, 2013 8194
Unified customer services for the new generation of digital and mobile consumers. Rosenberg, Art May 1, 2013 634
Intraday management: do you plan to react? Or react to your plan? McConnell, Matt May 1, 2013 644
Your Best Foot Forward. Buonomano, Bob Apr 1, 2013 750
Use outbound to start conversations with your customers. Cascio, Elaine Mar 1, 2013 716
Serving up solutions: real-time information enables guidance for agent improvement and more. Bernier, Paula Mar 1, 2013 763
On-hold messaging delivery for the digital telephony age. Rietschel, Johannes G.; Gostick, David Jan 1, 2013 1442
Meeting customers on their territory: insight: getting involved in the community, school or church grows relationships that eventually lead to business. Alvarado, Marie Column Dec 1, 2012 551
How to optimize customer support for the holiday season. Gao, Kevin Dec 1, 2012 730
Cost-effective ways to deliver multichannel customer experiences. Nov 1, 2012 746
Is your customer service really unique? When it comes to positioning a brand, many community banks tout their higher level of customer service. Yet, almost all community banks make the same claim. Here's how to build a service-based brand that is truly differentiated. Sullivan, Mary Beth; Mambrino, Vanessa Oct 1, 2012 1808
Eight best practices to deliver great commerce experiences: transform the buying process with Oracle's commerce solution. Oct 1, 2012 742
Reverse logistics management: beyond 3.4 defects per million. Gordon, Robert Lee Report Sep 22, 2012 5060
Elevate your customer support. Brown, Carolyn M. Brief article Sep 1, 2012 119
Segel's top tips for relationship-building. Brief article Jul 1, 2012 159
Do more with less in customer service CRM: customer service CRM has emerged as one of the few sustainable differentiators in today's hyper-competitive markets. Jul 1, 2012 755
Service, please! A reader who owns a spa asks our expert for help when the competition threatens her very survival. Johnson, Tory May 1, 2012 904
How to use customer Lifecycle analysis to build loyalty. Cascio, Elaine Apr 1, 2012 634
CRM magazine best practices series: the intelligent contact center: listening to the voice of the customer for competitive advantage. Fernekees, Bob Mar 1, 2012 629
The Four 'C's of relationship selling. Saxby, David Mar 1, 2012 885
Service with a smile: extra customer service can make a huge difference to pleasing your patients. Korvi, Latha Feb 10, 2012 541
The case for remote agents. Pleasant, Blair Jan 1, 2012 881
Fast, cheap or good - pick two? Cascio, Elaine Brief article Jan 1, 2012 335
Strategic management: the continued soft market and economic changes are still forcing wholesalers to shift their business strategies. Read our panel's insights on how to maintain stability, through industry specialization, training and development, investing and customer service. McCall, Jennifer Discussion Dec 1, 2011 1390
Shining through: in a busy world, small courtesies can help your business stand out from the crowd. Brief article Nov 1, 2011 262
Golden Nuggets of customer service: decrease turnover and build relationships by becoming a customer service guru. Aaker, David K. Nov 1, 2011 1187
How to Effectively Manage Customer Service Business Functions by Using SAP's Integrated Service Order Functionality. Jul 2, 2011 437
Please listen carefully, as our customers have changed. Myron, David Jan 1, 2011 447
The global transition: many problems can be solved with a little precoding analysis. Reager, Sue Ellen Jan 1, 2011 720
Is the cloud your answer? Many questions need to be asked to reach the right conclusion. Figgins, Mike Jan 1, 2011 714
Speech Technology presents outbound IVR. Brief article Jan 1, 2011 135
Speech in healthcare: how to improve customer self-service, protect patient privacy and ensure a healthy ROI. Jan 1, 2011 757
Basic training: if treating customers is as simple as following the golden rule, why aren't companies better at it? Kusch, Jeffrey B. Jan 1, 2011 1358
Going the distance: life changes sometimes send your clients far out of your geographical reach, but it doesn't mean your business relationship has to end. Learn how to use online technology and some old-fashioned customer service to retain that connection. McCarthy, Ed Nov 19, 2010 972
Changing the mobile channel: mobile service is finally catching on with consumers of all ages--but not everyone is embracing the same methods. Beck, Koa Cover story Nov 1, 2010 2148
Speech: the new must-have solution. Myron, David Editorial Nov 1, 2010 493
The hosted speech solution competitive edge: identify key OnDemand value points that take customer care to the next level. Nov 1, 2010 704
Derek Naylor to Host MiniCo Webinar on Marketing, Sales and Customer Service Techniques for Self-Storage Businesses. Oct 12, 2010 279
10 things I hate about you: (and how to make me love you again). Carleton, Jesse Editorial Aug 1, 2010 1898
Meeting people where they're at. Lumpkin, Douglas E. Aug 1, 2010 858
Customer service in the medical office. Good, Barbara May 1, 2010 998
Idaho gets lean--doing more, with less. McCurely, Dave Apr 1, 2010 833
Beyond first call resolution. Linask, Erik Feb 1, 2010 869
Stressed and distressed: underappreciated. Overworked. Underpaid. Here's a shock: stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension--and raise satisfaction--on both sides of the call. Musico, Christopher Feb 1, 2010 3133
The City of Salina, Kansas, switches to an interactive voice response system: Salina officials find that interactive voice response systems provide enhanced customer service and increased security and internal control while improving the working environment and reducing costs. Franz, Rod Feb 1, 2010 1845
Implementing "extreme" customer service. Heilman, Terry Company overview Nov 1, 2009 1592
Do you have a sales prevention department in your company? Part II. Tehrani, Nadji Nov 1, 2009 839
By the book: two business authors showcase Chubb's customer service philosophy as one of the best ever. Gorski, Dennis Sep 1, 2009 557
Getting customers upstairs. May 1, 2009 457
Getting more from your WMS. Trebilcock, Bob May 1, 2009 1452
Seven ways to cut costs and improve customer service in a down economy. Jan 1, 2009 751
Promoting stability and security. Wachtel, George Jan 1, 2009 398
10 Best Customer Service Ideas. Hoffman, Sherry Aug 1, 2008 2189
How to build culture around customers; in association with RBS View from the Bridges. Jul 2, 2008 370
The right way to keep your customers. Jun 23, 2008 348
Striving for Excellence in Online Customer Service. Balas, Janet I. Jun 1, 2008 609
Insuring a smoother system: a health insurance company turns to analytics in search of the reason behind sky-high call volumes. Shopp, Lauren Jun 1, 2008 1409
Doing more with less in contact centers: strategies and best practices. Jun 1, 2008 786
How to turn your business around amidst a changing economy. Houlihan, Anne May 1, 2008 1044
A balancing act: carriers need to face soft-market challenges with sound business judgment. Pozzi, Steven R. Apr 1, 2008 502
Air Force Personnel Center (Dec. 19, 2007): AFPC retools Personnel Services Delivery. Mar 1, 2008 457
Avoid the wrong implementation: the right use of speech can help keep customers. Halikias, Alex Mar 1, 2008 583
Asia's contact center boom: while China stands poised to become an economic superpower, an increased market presence always arrives with greater expectations for contact centers and customer service. Shopp, Lauren Mar 1, 2008 636
Sharing Knowledge Improves Stryker's Performance; How measuring internal customer service drives positive results in one of the world's biggest medical equipment companies. Robison, Jennifer Feb 14, 2008 2291
Doing more with less in contact centers: strategies and best practices. Feb 1, 2008 784
The art of closing the sale in 10 easy steps: these steps convey messages of confidence to future franchises and customers. Beagelman, Steve Feb 1, 2008 1517
Speak Up! Eleven strategies to ensure that you're hearing your customers loud and clear. Bailor, Coreen Dec 1, 2007 2584
Are you listening? Kanderberg, Ken Nov 1, 2007 425
Service. Brief article Oct 1, 2007 188
Maybe Nancy was right ... just say 'no'. Thresher, Mary V. Sep 1, 2007 647
The four 'strategic Ps' Chris Haines, customer support and maintenance manager at Rockwell Automation, takes a look at how to use maintenance as a strategic business asset. Sep 1, 2007 1648
I'm costing you money. Moritz, Gwen Editorial Apr 23, 2007 687
Adopt a strategic approach to customer service: this article advocates a strategic approach to service, suggesting six important areas for management to pay attention. Most organisations that regularly deliver great customer service understand one fundamental truth: customer service contains two inseparable parts, service delivery and service recovery. O'Brien, Patrick Apr 1, 2007 1817
Electronic information, billing, and collection: customer service and cost savings. Berg, Amy Meeker Apr 1, 2007 1758
Changing times: personnel center transforming customer-service methods. Huntington, William Apr 1, 2007 658
Doing more with less in customer service: strategies and best practices: customer service has emerged as one of the few sustainable differentiators in today's hyper-competitive markets. Apr 1, 2007 767
How to make every customer conversation intelligent: as companies expand their product portfolios, delivering customer-satisfying service has become more challenging. Apr 1, 2007 672
Five proven ways to proactively deliver an exceptional customer experience: in today's dynamic, highly competitive business world, one of the most powerful ways to truly differentiate yourself and succeed where others have failed is to deliver an exceptional customer experience. Apr 1, 2007 726
A modern approach to customer support: leveraging the concepts of Web 2.0 for self-service and in the contact center. Angel, Mark Mar 1, 2007 860
Will you still love me tomorrow? Here are five myths about customer satisfaction. Once you see these fables debunked, you can start to respond in more realistic ways to customer metrics. Teodoru, Sheri Mar 1, 2007 1761
People are the face of your business; to win customers, companies need to analyse and devise attributes which differentiate them from competitors. Once customers are attracted to the business, a key strategy is to encourage them to return. Cahill, Daryll; Robinson, Louise Feb 1, 2007 1207
TJ achieve: Sarah Cook looks back at an article she wrote about handling difficult customers in 1994, and reflects on changes 13 years on. Cook, Sarah Feb 1, 2007 514
Nine tips for dealing with angry and difficult customers. Kahle, Dave Jan 1, 2007 1029
Chapter 21 Customer service for the travel professional. Gorham, Ginger; Rice, Susan Jan 1, 2007 4007
Answering customers' questions the intelligent way: the importance of multiple search methodologies. Chopra, Anand Nov 1, 2006 862
'No-show cash' can be a sign of no-good customers. Willax, Paul Oct 13, 2006 721
How gravity and flow explain winning in financial services. Sharma, Srikant Sep 1, 2006 1741
Becoming a destination store. Mellgren, James Cover story Aug 1, 2006 1727
Price vs. value. Moran, Michelle Aug 1, 2006 1749
Culture and skills: the right route; Sending customer service queries to employees who are not trained in customer care is the wrong way to go. Jacobs, Ian Aug 1, 2006 650
Listening key to customer service. Parsons-Wraith, Lisa Aug 1, 2006 352
Understanding what customers want. Morse, Neil J. Aug 1, 2006 1058
Fresh start: since it's a new year, here are resolutions the industry ought to be considering for its own good. Lempert, Phil Feb 1, 2006 1086
The human touch: insurers and agents must judge which customers would rather buy products online without assistance vs. those who prefer the human touch. Hoeg, Gregory Oct 1, 2005 675
Setting up a customer care programme. Oct 1, 2005 1419
Right service, right time: data warehousing breakthrough 'supersizes' the business value of event detection for insurance providers. Spadola, Tracy Sep 1, 2005 722
Cross-pollinating customer service across all channels. Tobin, Tom Aug 1, 2005 1940
Managing the customer experience with logging & monitoring solutions. Procops, Tony Jul 1, 2005 1992
How to speak with customers from different states and other foreigners. Schelmetic, Tracey E. Jul 1, 2005 940
Breaking down the silos: get back to the roots of CRM with this refresher course on integration. Lager, Marshall Jul 1, 2005 2158
Keeping the customer out of the emergency room. Hall, Robert Jun 1, 2005 812
Satisfaction. Tropper, Elisha May 1, 2005 1353
Customers love online interaction. Curtin, Cindy Mar 1, 2005 1951
Drug chains are 'wellness solutions' experts. Vogel, Mike Feb 28, 2005 795
6 secrets to selecting the right contact center location: critical for success is a balanced solution that meets the needs of both an organization and its customers. Beasty, Colin Jan 1, 2005 867
Viewing your customers in a multidimensional way. Coffey, John J.; Palm, Gene Jan 1, 2005 481
Bolstering customer service through service resolution management. Kelly, Brian Jan 1, 2005 1532
Chapter 20: Customer service for the travel professional. Jan 1, 2005 4487
Do it themselves: by offering customer self-service, health-care can deliver the higher levels of service today's consumers demand, while also managing costs. Daga, Vishal Dec 1, 2004 1433
Wal-Mart launches Easy Pay for Rx. Brief Article Nov 22, 2004 201
Into the mailbag. Karrh, Jim Nov 8, 2004 686
Rising tide: customers get way more attention today than they used to. Thompson, Boyce Nov 1, 2004 579
Keeping your customers happy: a customer service refresher. Lunch, Elizabeth A. Nov 1, 2004 1084
GAP documents for Euromed Extract products. Brief Article Oct 1, 2004 88
How to make millions "delighting" customers: spurring growth, profitability with CRM. Sep 1, 2004 1455
Listening to customers earns Cimco nearly perfect customer retention. Compton, Jason Aug 1, 2004 488
Measuring satisfaction. Karrh, Jim Jul 19, 2004 693
The sweet taste of success: Ben & Jerry's gives the scoop on how it serves up information to its customers. Weinberger, Joshua Jul 1, 2004 723
Behind the bar(ista)--Part II: customer service for the barista: the last of this two-part series focuses on the one final element that completes the package of a well-trained and effective employee: customer service! This set of skills will help you portray yourself to your customers as self-motivated, educated, passionate and professional. Hayward, Keith Jun 20, 2004 2165
Is your Gallery out of service? Don't let your gallery become the subject of another bad service story. Raphael, Murray Jun 1, 2004 1153
Excelling at customer service. Denes, Shary Brief Article May 1, 2004 212
Detroiter tip: customer feedback. Brief Article May 1, 2004 99
Detroiter tip: repeat business. Brief Article May 1, 2004 123
Detroiter tip: customer service. Brief Article May 1, 2004 153
Strategies & successes: an update on the CLEC market. Brown, Rachel Jan 1, 2004 2635
Building an affinity program: a commitment to customization. Franklin, Doug E. Dec 1, 2003 641
How to handle customer complaints like a pro. Simmons, Kathy Dec 1, 2003 1117
Back to the Red Zone: to get customer service levels back to where they should be, companies need to focus on five key value propositions. La Londe, Bernard J. Nov 1, 2003 1160
Providing exceptional support and service to franchisees. Michaels, Nancy Oct 1, 2003 1144
Countdown to customer service: applying the golden rules; quality customer service is the keystone to success. You might offer the best, most unique products in the world along with competitive prices, but if your customer service falls short, you may as well exit the retail business immediately. Moran, Michelle Aug 1, 2003 2483
Dare to be different: commoditization looms around every corner. Differentiate now--or wind up just another label on a supermarket shelf. (Management). Brandt, John R. May 1, 2003 2047
A strategy whose time has come. (State of the Industry). Apr 28, 2003 688
When complaints arise, apologize; a simple apology can give a big boost to the word-of-mouth reputation of your business. (advice). Raphel, Murray Apr 1, 2003 1174
Out with the old, in with the new: to compete in today's aggressive business environment, companies must discard the existing paradigms of supply chain management and customer relationship management and start synchronizing operations from customer to supplier. Jan 1, 2003 1638
The art of finding sales and service people. Nov 1, 2002 434
Solving the customer service mess. (Marketing Solutions). Hall, Robert Nov 1, 2002 654
Smart move: creating 'intelligent' database. (Cover Story). Bernstel, Janet Bigham Cover Story Nov 1, 2002 2598
Performance Metrics for merchandising. (Fundamentals). Bachman, Timothy Nov 1, 2002 1684
A satisfaction survey tool. (Customer Satisfaction). Motley, L. Biff Nov 1, 2002 560
Prentiss makes perfect: committing to customer service. (Verbatim). Brief Article Jul 1, 2002 793
Thou shalt not: now is the time to embrace customer service. (Speak Easy). McKenna-Harmon, Kathleen Brief Article Jul 1, 2002 524
Beyond calendars: improving your cycle time involves more than simply revising schedules. (Ask Isaac). Heimbinder, Issac Brief Article Jul 1, 2002 867
Vanished customers are valuable customers; when a customer disappears, it pays to find out the reason and bring him back. (advice). Raphel, Murray Jun 1, 2002 1156
Crescent Cardboard is taking customer service to the streets. Sturm, Ellen Brief Article Apr 1, 2002 520
Build-to-order banking in Asia: Asian banks will lose business unless they learn to tailor their services to individual needs. Sherman, Mike (American football coach); Wanders, Marjon Mar 22, 2002 3471
Your body speaks volume, but do you know what it is saying? (Personnel Matters). Warfield, Anne Feb 1, 2002 1323
Eight tips on how to get your marketing money's worth. (Marketing News). Brief Article Dec 1, 2001 257
Sept. 11. The new challenges. (Marketing Solutions). Hall, Robert Brief Article Dec 1, 2001 568
Back to School. GELLER, LOIS K. Nov 1, 2001 1238
Rah! Rah! Home Town Bank! Bell, Chip R. Oct 1, 2001 2123
Values for human-to-human reference. Gorman, Michael Sep 22, 2001 7064
What is the best model of reference service? Tyckoson, David A. Sep 22, 2001 6197
What's the Mystery. Lubin, Paul C. Column Sep 1, 2001 1569
How Retailers Gain an Edge. Brief Article Jul 23, 2001 129
Magic Touch. Brief Article Jul 1, 2001 562
WHERE'S THE WOW? EVANS, R.E. BLAKE Jul 1, 2001 10776
Commitment to Client Satisfaction. Zorski, Christopher May 1, 2001 1369
(kwol' i tee) n: degree of excellence. Shaw, R. Suzen Brief Article Mar 1, 2001 787
Forget Old or New: Create a Customer Economy. Brief Article Mar 1, 2001 612
Convenience Trumps Price for Air Charters. FRIEDMAN, MARK Jan 29, 2001 1419
In Tandem. CHOO, DAVID K. Brief Article Jan 1, 2001 672
FROM THE EDITOR. Keighley, Michael J. Brief Article Oct 1, 2000 648
Keeping Score. Lloyd, Harold Oct 1, 2000 1422
Technology and Strategy for Customer Relationship Management: A Primer for Finance Officers and Public Managers. Munson, Ken Oct 1, 2000 2269
Make Better Customer Service a Primary Goal. BRUNK, DOUG Sep 15, 2000 417
Residential building management -- when service is everything. WILLKIE, JULIA F. Brief Article Jul 19, 2000 772
Famous last words. Hatch, Denny Brief Article Jul 1, 2000 670
'Outrageous' Service, Personal Touch Lead to Patient Loyalty. WANG, JENNIFER M. Jul 1, 2000 569
George Alvord on Customer Service. Jun 22, 2000 3008
Think Small One Customer at a Time. One Associate at a Time. Newsome, Dwight Jun 22, 2000 2267
Customer Service and The Wilson School of Hospitality and Resort Management. Taylor, Robert R. Jun 22, 2000 2833
Countdown to Holiday 2000. ASKIN, DONNY Brief Article Jun 1, 2000 553
E-COMMERCE -- KEY TO THE NEW MILLENIUM. Brief Article May 1, 2000 678
E-Business: A Look At the Future. Prince, CJ Apr 1, 2000 1210
Dial up for profits. Gallop-Goodman, Gerda Brief Article Mar 1, 2000 297
Fork in the Road. Feb 1, 2000 1049
How to Understand Your Mortgage Customer's Appetite. Aries, Rob; Farris, Robert Brief Article Feb 1, 2000 1028
The Red CARPET treatment. Lipsey, Michael J.; Mahanna, Robin Jan 1, 2000 1257
Using Internet Bill-Mes. ANDREWS, KELLY J. Brief Article Jan 1, 2000 281
Steps to Create a Loyalty Solution. MCLAUGHLIN, RACHEL Brief Article Jan 1, 2000 578
Holding on to Your Subscribers. MULLEN, JOAN Brief Article Jan 1, 2000 789
1 Welcome to the hospitality industry. Chon, Kye-Sung, "Kaye"; Sparrowe, Raymond T. Jan 1, 2000 10471
Providing Top-notch Service. Brief Article Nov 1, 1999 222
First impressions. Beech, Wendy M. Brief Article Nov 1, 1999 641
Improving Rep Performance. Nov 1, 1999 1402
Trade Secrets. WEBER, ALAN Nov 1, 1999 1431
Does the shoe fit? Smiley, Christine Oct 1, 1999 1194
No complaints here: like a dozen roses, here are 12 things that can turn a complaining customer into a friend. Hillestad, Charles A. Aug 1, 1999 1468
Customizing to the max. Hignite, Karla B. Aug 1, 1999 1104
When customer service goes bad.... Fleming, Mary M.K. Jul 1, 1999 7737
ETIQUETTE AND THE DISABLED. Freidig, Randi Brief Article Jul 1, 1999 1049
Transform customer service into a profit center. Theis, Peter F. Jun 1, 1999 568
21 reasons to send your customers postcards. Friesen, Pat Jun 1, 1999 677
One more time: how do you satisfy customers? Naumann, Earl; Jackson, Donald W., Jr. May 1, 1999 3085
Modeling a member service center. Sher, Debra A. Apr 1, 1999 438
School days. Jan 1, 1999 543
Up close and personal. Brown, Carolyn M. Brief Article Jul 1, 1998 578
Customer value: the linchpin of organizational change. Goodstein, Leonard D.; Butz, Howard E. Jun 22, 1998 7339
Listen to your elders! Innes, J. Bruce Mar 1, 1998 1575
Now playing at a supermarket near you. Nov 1, 1997 1193
Anheuser-Busch launches "Budweiser Brew House" theme bars to combat brewpubs. Sep 8, 1997 509
Answering the call to customer service. Konopka, Nancy J. Aug 1, 1997 1592
Serving your customer's customer: a strategy for mature industries. Fischer, Marc; Frankemolle, Heiner; Pape, Lutz-Peter; Schween, Karsten Mar 22, 1997 3123
Moments of truth. Adams, Doug Column Nov 1, 1996 619
Is bigger better? The size of the passion for the customer, not the size of the organization, is the critical ingredient for effectively applying technology. Adams, Doug Column Oct 1, 1996 607
Customer service: the deciding factor. Unger, Charles K. Sep 1, 1996 1370
Do you believe in magic? A quick look at the virtues of being fuzzy. Mathews, Ryan Column Sep 1, 1996 663
Is anybody listening? Rose, Jules Column Sep 1, 1996 721
Customer service: one of camp's best marketing tools. Naftulin, Eric D. Jul 1, 1996 877
After the order.... Orr, Alicia Cover Story Jul 1, 1996 2167
Make it easy to order. Krosner, Nancylee Cover Story Jul 1, 1996 1585
A significant Gap in the marketplace. Jun 22, 1996 540
Relationship marketing: strategic and tactical implications. Gronroos, Christian May 1, 1996 6777
Demystifying the myths of customer service. Shaluta, Cliff Mar 1, 1996 1183
National City Bank: customer service is visible through the walls. Patterson, Maureen Mar 1, 1996 812
Cautionary tales of managing in the internal market: a comparative look at public and private sector experiences of support services. Marsh, Sheila Feb 1, 1996 4999
Creating a positive community image through customer service. Thornton, Phyllis M. Nov 1, 1994 1226
What what you say. Jones, Buck Sep 1, 1994 517
The human touch. Hoffman, Gene Column Jun 1, 1994 529
Focus on the customer. Huguet, James H., Jr. May 1, 1994 1040
Finesse in quality service - beyond 'a smile in every aisle.' Tschohl, John Mar 22, 1994 677
A framework for the introduction of a process of quality improvement in retail organizations. Dale, Barrie G. Jan 1, 1994 3924
Supply-side marketing. Beard, Stephen J. Jan 1, 1994 784
Getting a second chance to make a first impression. Rondeau, Kent V. Cover Story Jan 1, 1994 2406
Quality service surveys that you can use. Tschohl, John Mar 22, 1993 768
Exploring the frontiers of superior customer service. Mar 22, 1993 710
Wirtz of wisdom: creating strategic leverage by listening to your customer. Wirtz, Ted Jan 1, 1993 1299
Building quality into services. Cavaness, Joseph P.; Manoochehri, G.H. Jan 1, 1993 3691
Total Quality Management in the public sector: The University of Texas Quality Center. Sharpe, Edwin R.; O'Reilly, Michelle Oct 1, 1992 902
Conducting QI studies that effect change. Bozzo, Paul D. Oct 1, 1992 1439
Service as if your business depended on it. Cutting, Bill Apr 1, 1992 2396
Add value to your marketing. Barrow, Peter Mar 22, 1992 1222
Once more: how do you improve customer service? Cespedes, Frank V. Mar 1, 1992 5711
Customer service: in tough economic times, it must exceed everyday expectations. Kerwin, Ann Marie Feb 8, 1992 1431
The meaning of service in business. Watson, Charles E. Jan 1, 1992 4961
Achieving the customer-oriented laboratory. Umiker, William O. Dec 1, 1991 1571
The customer satisfaction strategy. Hansen, Mic; Steadman, Elisabeth Cover Story Nov 1, 1991 2897
Winning with service. Edwards, Sandra L. Nov 1, 1991 2762
Customer service comes first! White, John A. Feb 1, 1990 462
Japanese QC techniques merit our attention. Umiker, William O. Jan 1, 1986 1491

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