By: Chip Bell Smart organizations provide lots of vehicles and channels for customers to easily and register their feedback and suggestions. “Most good innovation comes from customers,” says Ebay CEO John Donahue. “The more time we spend thinking in the ivory tower in San Jose, the worse off we’re going to be.” Customers want to [...]

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 [...]