Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every lib

If you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could s

Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exac

You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstormi