10 August 2006

Why Consistency Is the Key to Profitable Customer Service

A marketing expert looks at the often catastrophic inconsistencies in levels of service offered by different parts of the same organization -- and how these variations must be overcome to gain competitive advantage

by John H. Fleming
Coauthor of Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007)
When levels of service offered by different parts of the same organization are inconsistent, the consequences can be catastrophic. A marketing expert tells how these variations must be overcome to gain competitive advantage.
John H. Fleming, Ph.D., is Principal and Chief Scientist -- Customer Engagement and HumanSigma for Gallup. He is coauthor of Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007).
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