Tag Archives: monopoly

What is the value of customer service in a monopoly?

An important justification for investment in customer service is that it is a competitive differentiator. If you serve customers poorly then they will purchase from your competitors in future, but what if you have no competition? It’s a far more … Continue reading

Posted in Current Affairs, Customer Service, Strategy | Tagged , , , , , , | Leave a comment

Nuggets of wisdom from the FT

I’m always interested when I see the serious business press – like the Financial Times – focusing on customer service. This article is about investment advice, but some of the key messages here apply to any business and any form … Continue reading

Posted in Customer Service, Human Resources | Tagged , , , , , , , , , , | Leave a comment