Greg Robinson and Rod Stiefbold discuss the importance of service recovery and keys actions businesses need to take to ensure an effective process.

Greg Robinson and Dr. Rod Stiefbold discuss the common mistakes that organizations make as a result of not having the right customer data. Three key action areas for getting the required customer information are explored during the 14 minute program.

Greg Robinson discussed the direct and indirect costs of employee turnover and the significant impact these costs can have on market valuations.

In this 6 minute program, Greg Robinson discusses the concept of market damage and how the effectiveness of a businesses service recovery effort can reduce the amout of damage caused by unhappy customers.

In this 5 minute program, Greg Robinson discusses the impact of employee empowerment on customer loyalty and the actions that organizations need to take to ensure effective empowerment.

Greg Robinson discussses the use of mystery shopping and some of its limitations in high transaction volume businesses during this 7 minute program.