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Author Archives: J. Mark DeNicola
A team member to brag about!
Our technical trainer is one of the best in the nation! I posted yesterday about the Ricoh Service Excellence award received by our service department. The award recognizes the whole service team. However, this is the United Sates, a society that, rightly so, values the recognition of individual accomplishments. The “Prestige†certification is the individual’s […]
Posted in Ideas + Observations, Service Excellence, Thermocopy Tagged Advantages, Ricoh, Service Awards, Service Excellence, Thermocopy Leave a comment
Service to brag about!
Recently I posted an article about measuring and managing customer loyalty and satisfaction. I mentioned that not always is there a direct correlation between good service metrics, such as response time, prints between calls, etc. and customer satisfaction. But just try to retain an account if those good metrics do not exist! That being said, […]
Measure and manage your customer satisfaction and loyalty!
“If you can’t measure it, you can’t manage it†That quote has been attributed to many individuals, the most famous being those icons of modern management philosophy Peter Drucker and Edward Deming. I would hazard a guess that all successful business men and women have paid attention to that quote and made sure they measured […]
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