Tag Archives: Tom Peters

It’s the little things

It doesn’t take a lot to make a BIG impression in today’s mediocre service world. (Maybe that’s better than in the 1980s when Tom Peters said you could stand out in the crowd if you could raise your service to … Continue reading

Posted in customer loyalty | Tagged , , , , , , | Leave a comment

Cutting customer complaints

The fastest way to cut customer complaints is to make it so hard or pointless to complain that they don’t bother. Research studies published several years ago suggested that only¬†one person in 26 with a reason to complain would do … Continue reading

Posted in airlines, customer satisfaction, customer service | Tagged , , , , , | 1 Comment