By: Chip R. Bell So, what does the picky customer really want? According to the 2010 Convergys Scorecard Series Research, when customers were asked what they expected from companies, 29 percent of the 2500-plus customers surveyed selected “Quality of the Product;” 28 percent chose “Quality of Customer Service.” “Price” as a customer priority fell from [...]

By: Chip R. Bell There is no doubt customers coming out of the recent recession are fundamentally different than they were before. Even customers not directly impacted financially were emotionally shaken by the uncertainty, anxiety and adverse impact on family and friends. Learning more about the post-recession customer and acting on that knowledge can turn [...]