Monday, March 08, 2010
There is perhaps no greater customer service story than the remarkable true account of Jan Carlzon and the business turnaround around that he led as the president of Scandinavian Airlines.
In 1981, Scandinavian Airlines reported an $8 million loss and the future of the company looked bleak at best. When the then president resigned, the board of directors promoted Carlzon to the position. In less than two years, Carlzon turned that negative $8 million into a gross profit of $71 million –...
Friday, March 05, 2010
Have you ever considered the fitness level of your sales and customer service effort? No, I’m not talking about some sort of employee exercise program. Rather, I’m asking if the employees that provide sales and service to your customers are functioning at peak performance.
If you haven’t given this proper consideration, you’re probably not seeing the big picture issues that could be hurting your business. Just as with personal fitness, there are many aspects...