Service Quality Institute

FEBRUARY 14, 2024

When I was quoted in the Time Magazine cover story on Customer Service in 1981 I said the only thing that motivates CEOs is hard numbers. Time Magazine called me a Customer Service Guru. Amazon I believe is the most customer-driven firm in the world. Obsessing over the customer experience pays off.

Customer Service 52

Customer Service Gambling Non-Profits Start-ups 52

Service Quality Institute

FEBRUARY 7, 2023

This is an insurance company based in New Hampshire, Maine and Vermont (Every 4 years, anyone running for U.S. Tom implemented The Guarantee of Service Excellence starting April 1, 1990, at Dental Dental Plans of Massachusetts before becoming President of Northeast Delta Dental in 1996. Relentless customer service pays off.

Gambling 52

Gambling Non-Profits Start-ups Customer Service 52

Service Quality Institute

NOVEMBER 10, 2021

Most companies in the US believe they provide great service while about 90% + of customers believe customer service does not exist. I started writing this newsletter from Fort Collins, Colorado where I had dinner with my son and a neighbor and both complained about how bad customer service in healthcare is.

Healthcare 52

Healthcare Customer Expectations Customer Service Customer Experience 52

Service Quality Institute

FEBRUARY 8, 2022

Many spend a fortune on their stupid customer satisfaction surveys that few people complete and rarely does the feedback make an impact. In this post, we are going to cover two firms that have provided Relentless Customer Service. Amazon’s Relentless Customer Service. Amazon is a firm with 1.6

Start-ups 52

Start-ups Sales Customer Service Customer Satisfaction 52

Lightico

MARCH 23, 2022

This includes keeping track of all paperwork, paying bills, scheduling appointments, and handling customer complaints. Customer Service – MGAs must answer questions from prospective customers and handle any problems that arise. They teach new hires how to sell insurance and how to run the agency efficiently.

Retail 52

Retail Innovation Sales Customer Service 52

Service Quality Institute

MARCH 2, 2021

Market Share in New Hampshire is 70%, 60% in Vermont, and 50% in Maine. I have featured Northeast Delta Dental in my book Achieving Excellence Through Customer Service and in my most recent book Relentless: Making Customer Service Your Core Principle you can learn a lot by following Raffio and Northeast Delta Dental.

Non-Profits 40

Non-Profits Customer Service 40

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire.

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