Ma. Merdekah Ybanez-Delid

Customer Service and the Game of Billiards

I stumbled upon an article on RetailCustomerExperience.com that opens with a comparison of a game of billiards to customer service. Bob Phibbs shares his not-so-good...

7 Elements of a Good Customer Service Model for Supermarkets

A model of good customer service for supermarkets should have the following elements: Sufficient supply and choices of products. Isn't it frustrating to do some...

Loyal Customers Are Not Always Good

Does this scenario happen? Yes it does. Over at Harvard Business blogs, Conversation Starter writers, Timothy Keiningham and Lerzan Aksoy, share instances when customer loyalty...

Surprising your Customers

Last Sunday I got this text message from Globe. Globe Advisory: Thank you for your payment of Php690.00 on June 6, 2009 for acct no....

Taking Care of Remote Internal Customers

There's a saying that goes you cannot love someone you do not know. The same is true for employees. If you do not know...

Do You Drive Your Customers Crazy?

As we get so deep in the workings of our business, we forget to ask how our people are doing, and worse, we forget...

Embedding Innovation at Whirlpool

Whirlpool has been a trusted brand for household appliances for years now. And the reason for its stay in the business is innovation. Nancy Snyder...

When Customers Become Helpless

As a customer, was there a point in your life that you felt powerless, helpless? Yes! I can hear you loud and clear. This is...

Five Ways to Enhance the Customer Experience During a Sale

The peak season for shopping may have passed, but for this year, I'm sure there'll be more opportunities to shop. A down economy doesn't...

Usher In 2009 with Excellent Customer Service

In the evening mass before media noche last December 31st, the priest was telling us about the New Year's implication in our life. The...

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