Byron Kalies » Customer Care
First appeared in ‘Better Business (U.K.)
How do you handle complaints in your business? I went to a seminar once where complaints were described as snowflakes. They’re rare, precious and absolutely unique. You cannot buy them. They are the best feedback you’ll ever get. People have taken the time to tell you something you didn’t [...]
First appeared in ‘Marketing N.Z.’ (N.Z.)
On August 1st 2004 I wondered how great the customer care was for New Zealand companies. I had carried out a number of these projects for UK, US, Canada, South Africa and Australia so thought I’d give it a go.
I, very unscientifically, chose the top 25 companies from [...]
First appeared in ‘The Age’ (Australia)
I once went to a seminar where complaints were described as snowflakes. They are rare, precious and absolutely unique. You cannot buy them. They are the best feedback you will ever get. Someone has taken the time to tell you something you did not know about your business, I hope. [...]