Mrs. Nespy tagged me for the book meme that's been floating around. The instructions are as follows:
Grab the nearest book that has at least 123 pages, open it to page 123, and count down 5 sentences. Then, type the next three sentences here.
So, the nearest book is Managing Knock-Your-Socks-Off Service by Chip R. Bell and Ron Zemke. The sentences are from a story about how QVC provided great customer service after the company realized it would be unable to ship popular NFL team rings by Christmas, as originally promised.
"But when QVC's guarantee to ship all rings before Christmas fizzled, the company knew it had to go beyond simply crediting customers for their purchases, as many other companies might have done. Resourceful employees remembered there were some high-quality NFL team jackets in the QVC warehouse, so the company matched them against ordered team rings, at no cost to customers.
Customer-centric organizations understand that solving customer problems swiftly and skillfully is more than a loss leader, it can contribute directly to revenue growth and profitability."
By the way, I definitely agree with the author!
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1 comments:
Thanks for playing along! I think it's just fun to see what people are reading!
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