Carolyn B. Nankervis Carolyn B. Nankervis is president of MarketWise Consulting Group, Appleton, Wis. Her firm specializes in small-business market research and highly detailed mystery-shopping programs. She can be reached at [email protected], 920-735-4970. Recent Articles by This Author Life AU (After UGGs) APPLETON, Wis. — Change is inevitable, and it's best to have a plan ... Do They Clean UGG Boots in Australia? APPLETON, Wis. — Great CSRs are like golf tee, airport runway ... Customer Service at the Dry Cleaner: The Best Kept Secret APPLETON, Wis. — Establish protocol, measure performance ... Recognize Value of Drycleaning Regulars, Non-Regulars APPLETON, Wis. — Add value to every customer’s experience to keep them coming back ... Notes From the Edge (of the Counter) APPLETON, Wis. - 'Overcommunicate’ with customers when issues arise ... The Need for Rapid Response APPLETON, Wis. - Despite push for convenience, rapid response can be hindrance ... Take the One-and-Done Approach APPLETON, Wis. — Customers measure satisfaction by effort needed to complete transaction ... Deliver What Your Customers Want ... Perception is Reality ... What’s the View from the Other Side of the Counter? ...
Do They Clean UGG Boots in Australia? APPLETON, Wis. — Great CSRs are like golf tee, airport runway ...
Customer Service at the Dry Cleaner: The Best Kept Secret APPLETON, Wis. — Establish protocol, measure performance ...
Recognize Value of Drycleaning Regulars, Non-Regulars APPLETON, Wis. — Add value to every customer’s experience to keep them coming back ...
Notes From the Edge (of the Counter) APPLETON, Wis. - 'Overcommunicate’ with customers when issues arise ...
The Need for Rapid Response APPLETON, Wis. - Despite push for convenience, rapid response can be hindrance ...
Take the One-and-Done Approach APPLETON, Wis. — Customers measure satisfaction by effort needed to complete transaction ...
