Martha Brooke

3 Things that Fix Bad Customer Service, a Lesson from Security Networks

In Sunday's the Haggler (David Segal. "So You Thought You Canceled the Contract." New York Times, July 15, 2013), David Segal tells the story...

Why David Segal got Corporate-Speak & Our Authentic Answer.

This past Sunday, The Haggler, David Segal ("Halving the Portion, but Not the Price." New York Times, June 23, 2013) wrote about how companies...

Customer Service Gets a Failing Grade

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As...

Corporate Culture Doesn’t Explain Why Customer Service is “Wretched.” We Do.

In yesterday's The Haggler (David Segal. Jun. 9, 2013. New York Times), David Segal praises Quicken Loans' great customer service, which he attributes to...

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