customer perceptions

Are You Your Own Worst Enemy?

We’ve all been through it – it’s rarely a seamless process when making a change in your television or Internet provider. Recently, I bit the bullet and decided it was time to make the switch. So after multiple phone calls to compare options, making the decision, and getting my 4-hour appointment window, the time finally […]

They’re Just Not That Into You

I’ve been going to the same dry cleaner in Indianapolis since 1988.  Through that time there have been store location changes, personnel changes, billing errors, lost clothing….well, you get the picture.  All of us go through it to some extent.  The one thing that kept me coming back was Same Day Service.  I like being […]

perfect ten

The Perfect Ten

Think Nadia Comaneci at the 1976 Olympics or Bo Derek in the aptly named movie, Ten.  It is supposed to represent someone’s judgment or perception of perfection.  Right?  But as Lee Corso would say on ESPN’s College Gameday, “Not so fast my friend!” I recently leased a new car – my second with this dealership.  […]

associations today

LRC featured on “Associations Today”

Why do members join and stay in an association? What are the value drivers? What makes for a strongly engaged membership base? Matt Braun, VP of Client Services and head of LRC’s Associations Practice, shares real-life examples of associations that have used survey results to direct strategy. In a conversation with Mary Byers, thought leader, […]

customer service representatives

Quantity or Quality?

Customer Experience trumps both, a call center concludes. Is speed of service important for customers or deliberate decision support? Looking at segments within the customer base and crafting service models to cater to each, yielded spectacular results for this organization. The Challenge A leading travel and insurance services provider with a global footprint (Client) offered […]