I recently reviewed the research work by Parasuraman, Zeithaml and Berry on the Conceptual Model of Service Quality. Their work suggests that regardless of the product or service in question, customers use relatively the same criteria to evaluate the exchange. Although their research was published in the Journal of Marketing in fall of 1985–it may [...]
John Osher in inarguably one of the most successful entrepreneurs of age. What makes him so successful is his ability to replicate his success. In todays world where we like things packaged and clearly organized, he has set forth a list of 17 top mistakes, which if avoided would certainly create the “perfect [...]
I had a great opportunity today to attend a “business ignitor” event hosted by Grow Utah Ventures. I have been so busy working in the trenches lately that I began to feel out of touch with the rich entrepreneur community here in Utah. The topic was “How to Approach an Angel Investor.” [...]
Customer service is really all about expectation management.
I remember a time I was waiting for a return flight from Atlanta Georgia, when the customer service representative announced that the flight to Salt Lake City had been delayed four hours and alternate arrangements might be necessary for many customers. The dismay of the disgruntle passangers [...]