How Can You Compete Against Amazon?
It’s a great time to shop online. Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than ever people from all corners of the world can have their favourite products shipped straight to their front door. Amazon is taking advantage of this more than any other company in the world […]
How Feedback Can Reduce The Customer Service Gap
What Is The Customer Service Gap? The customer service gap, and in particular the customer expectation management gap (outlined by Parasuraman et al, 1985) is a model that encourages companies to address the difference between their customers’ expectations and management’s perception of the quality of customer service. Example: Two surveys are sent out at the same […]