Gary Eckstein Management 1 customer service, Management, quality, service
Most of my Blog posts these days are about WordPress, SEO or related Internet services. I used to Blog alot about Management Theory and practice as this is something that really interests me. My Posts about the Theory of Constraints (TOC) and Management by Objectives (MBO) still get several hundred readers each month. Over two [...]
Gary Eckstein Management 0 business, customer service, customer service strategy, Education and Training, Sales, service, strategy
Many years ago (I’m starting to sound old!) I worked in luxury hotels. There are many luxury hotels and all offer similar levels of comfort and are priced similarly (although low price usually isn’t a good selling point when it comes to luxury). What really distinguishes the top hotels from the rest is great customer [...]
Gary Eckstein Management 0 Australia, australian websites, business, competitive advantage, google, internode, malcolm gladwell, mba, michael porter, service, service strategy, strategy, telstra
Malcolm Gladwell is a fantastic author and I have been reading the Tipping Point where he discusses what creates a sudden and large change in people’s activities. One of the recommendations Gladwell offers is to create ‘stickiness’ where the provider creates a product or service which consumers perceive as preferable to an alternative (Gladwell illustrates [...]
