The airline industry faces many challenges, from a growing number of low cost challengers to fluctuating fuel prices, but major carriers have always differentiated themselves with a high quality ...

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In previous columns I have described how the components of overall responsiveness, knowledge and empathy are three of the four main components of an excellent customer service experience. Enjoy ...

In business, getting people in the door is a key to success. But an even bigger challenge you'll face is to keep customers coming back. A buyer who makes one purchase is likely an impulse buy or a buy ...

Customer service theories and models are all about attracting customers and keeping them with your business. The key thing to aim for in this case is loyalty. Although this is called customer theory, ...