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Why The Good Get Better
Jun 28, 2009

Proactive behavior is a required trait in great service companies.  That trait is becoming more visible as we  monitor companies navigating the rough waters of this economic recession. Companies are required to alter and adjust not only how they do what they do (Service), but also reevaluate what they do; their  product positioning , pricing, assortment, inventories, all of the basics. The New York Times detailed several companies who are adjusting and  connecting in new ways with those they serve:

  • My Macy's suggests active listening to customers.  They are embarking on their most significant transformation in decades.
  • Saks are adjusting their assortment  to accommodate a more meaningful and realistic  reflection of today's economy.
  • Sears and JC Penny are using technology to make it easier for customers to find what they want on-line or in-store, whatever is their preference.
  • Home Depot has adopted the most extensive customer service training program they have ever embraced.

Despite all of the technology available smart companies are realizing more and more that the Personal Touch in Service has got to come back to the forefront. Companies that focused on service during the past year have fared better in recession than others who  did not serve well.


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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

 
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