Does Outsourcing affect Customer Loyalty?

A recent study by researchers at University of Michigan and University of Richmond shows that outsourcing/offshoring certain aspects of your business can affect customer loyalty. The research, titled “Does Offshoring Impact Customer Satisfaction?” and posted on the Social Science Research Network, points to collected data that shows: offshoring of front office processes that interface directly … Read more

Blu Domain: Poor Service Defined

It’s been a while since I’ve railed against bad customer service….namely because I’ve not been too upset with the various services that I’ve received. But…that streak has been broken. A new definition for poor customer service has been set by a company called “Blu Domain“, specifically by “Aundrea”. My wife and I purchased a website … Read more

Five Customer Retention Tips That Really Work (Guest Post)

This is a guest post written by Heather Johnson, who regularly writes on the topic of career exploration. See her byline at the end of this article for Heather’s contact information. Although employee engagement might be the buzzword around the office, customer retention is obviously important as well. Managers can become so focused on marketing … Read more

Saturn Aura – Final Update??

Well…it looks like Saturn might be doing the right thing now. Just received a call from Saturn’s National Assistance Center and was told that they will replace my car and that the paperwork is getting prepared now. I hope to have a reliable car soon! Technorati Tags: Customer Service, Saturn Aura Problem, Saturn of Plano

Saturn Aura Problem – Update #5

For background, see here, here, here, here and here. Car has been in the shop for a week now with no response from the dealership. Saturn National Assistance has called me twice and both times have said that they can’t get the dealer’s service department on the line. My letter demanding Saturn fix this car … Read more