Tom Wilson
Tom Wilson
Tom Wilson, former global Sector President at Kimberly-Clark Corporation spent 30 years in consumer products, started up two companies, one manufacturing underground coal mining equipment (Wilson Manufacturing Company, Inc.) and in 2004, The Caregiver Partnership, a national direct to consumer retailer of home medical supplies to the more than 66 million caregivers in the U.S. He is also co-author of Negotiate Anything!, a 30-year longitudinal study of customer service in the U.S., the first of its kind.
Best Buy Customers Must Be Dumb
I just bought a blu ray player and receiver from Best Buy. The poor sales guy had to act excited and tell me...
The Nearly Impossible Task of Being a Smart Shopper of Healthcare
This is the result of an 18 month investigation to determine if it is actually poss bile for consumers to be smart shoppers of...
8 Simple Steps to a Better Customer Service Experience
Here is How We Earned a Net Promoter Score of 85+ And Kept It Going for Four Years. 8 Simple Steps. The finance...
Coldwater Creek – Another Dumb Customer Service Policy
Coldwater Creek provides the latest example of just plain dumb business practices that only serve to make consumers angry. Another bait and...
Chase Me Away From Your Bank
To attack (I meant to say attract) new customers, Chase is now charging $5.00 to get $20 out of one of their machines if you...
Chase Eliminating Rewards From Their “Ultimate Rewards” Card
For a number of years, I've consulted with the 2nd largest global bank on card and other loan products -- many targeted at the...
10 Simple Ways to Make Customers Feel Good
Recently I was at a Target and upon checkout, I thanked the cash register person and their response was "Yup. No problem". I...
Technology is Killing Customer Service
What? That is outrageous you say? I first want to apologize for all those reading this that are under age 35. ...
A Fish Stinks From The Head
I think the proverb "A Fish Always Stinks From The Head" is appropriate in this case. Two and a half years ago we switched our...
Establishment of Customer Service as a Core Business Driver
There are 12 Success Criteria needed to establish customer service as a core business driver. This article presents Success Criteria #1… the establishment...