Authenticity Matters

Champy, Jim
August 2009
Leadership Excellence Essentials;Aug2009, Vol. 26 Issue 8, p12
The article discusses the importance of authenticity in nurturing one's customer base. It features the Web site, Consumerist, which showcases consumer complaints about companies and offers advice for addressing these failures. With the Internet, consumers are able to access more information on companies, their products and labor practices. It is noted that further business from customers cannot be gained unless quality business is delivered.


Related Articles

  • Which customer experience? Waring, Joseph // Telecom Asia;May/Jun2013, Vol. 24 Issue 2, p17 

    The article discusses the diverse differences in customer behavior as it notes that the new generation of technology savvy consumers are having less problems since they can self help and that customer experience is not a program but a permanent function built on a foundation.

  • Where is the new customer? He's in the new world…are you? Gitomer, Jeffrey // Enterprise/Salt Lake City;8/17/2009, Vol. 39 Issue 8, p8 

    The article describes the characteristics of the new customer, both business and consumer. The new customer is said to be online, socializing, blogging, uses mobile device and Wi-Fi. The things that the new customer dislike are waiting, offshore call centers, being put on hold and listening to...

  • Beat price objections.  // Sell!ng;Oct2005, p10 

    Offers tips on beating price objections of customers. Importance of asking customers their reason for thinking that the price is too high; Significance of explaining the features of the product and its benefits; Relevance of quality service to customers.

  • Know why your customers buy.  // Builders Merchants Journal;Nov2005, p32 

    Explains the importance of understanding customer attitude in considering the level of service provided to consumers. Benefit of recognizing the reasons why people buy a product or avail a service from the business; Advantage of providing the level of service to customers who are willing to pay...

  • Red Alert! All Hands Battle Stations! Goldman, Larry // DM Review;Sep2005, Vol. 15 Issue 9, p57 

    This article offers ideas for businesses and organizations on ways to react to changes related to customer service. Various forms of alerts depict the mood and intentions of customers in any business interaction. Analytic alerts represent the proactive creation of specific reports or analysis...

  • Communicate in Spanish.  // Broker Magazine;Jul2005, Vol. 7 Issue 4, p13 

    The article insists on communicating in Spanish with Hispanic consumers. NOP World's Hispanic OmniTel Financial Services Study found that a lack of Spanish-language communication from financial services companies contributes to a low level of satisfaction among Hispanic consumers. The survey...

  • Technical Complexity and Consumer Knowledge as Moderators of Service Quality Evaluation in the Automobile Service Industry. Andaleeb, Syed Saad; Basu, Amiya K. // Journal of Retailing;Winter94, Vol. 70 Issue 4, p367 

    This article examines various factors affecting the service quality in the automobile service industry. It states that service quality depends on the complexity of the service and the customer's knowledge of automobile service and repair. The report of the survey conducted on customer's...

  • THE FOUR KEYS TO CUSTOMER LOYALTY. Beck, Todd; Smith, Anne // Catalyst (21519390);Spring2006, Vol. 35 Issue 1, p17 

    Discusses the four keys to customer loyalty. Definition of a customer; Ways by which loyal customers demonstrate their loyalty to a company; Importance of customer loyalty for the public sector; Risk of not meeting customers' expectations.

  • How to Loss Your Best Customers in Three Easy Steps.  // EHS Today;Oct2010, Vol. 3 Issue 10, pA 

    The article offers tips on how to deliver an effective customer service. It mentions the impact of delivering quality services on organization's funding and growth. It cites several key factors that drive excellent customer service including assessing individual's personality, skills, and...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics