One of our partners in the publishing industry recently told me that with the way the economy has been (and continues to be) everyone has had to find places to cut. “It’s just a fact,” and he went on to say, “the trick is knowing how to cut smartly.” Some organizations have done just that – they’ve identified areas that their customers could do without. These are the things they could cut without hurting their relationships with their customers.
It seems during this recession many companies have chosen one of the single worst areas to cut: customer service. For example, my local grocery store, part of a large chain, rarely staffs their customer service desk around the lunch hour. It’s annoying if you want to buy stamps or have to return something. How many lost lottery ticket sales to you figure that represents a day? (more…)





