Content about Customer experience management

May 10, 2011

Good customer service sells, according to a new study conducted by American Express.

January 15, 2011

Denver-based ProBuild redesigned its website, adding new features and functionality to streamline information access and better serve its customers, the company said.

With research gathered customer focus groups, the Denver-based pro dealer added search capabilities to that provide customers with specific product and service information down to the store level.

November 30, 2010

The Merit Group hired David Rich as VP customer relations. In this new role, David...

October 3, 2010

There’s an old saying in sports: “They don’t ask, ‘How?’ They ask, ‘How many?’ ”...

October 3, 2010

As a writer of these kinds of columns, one gets to talk to a lot...

As a writer of these kinds of columns, one gets to talk to a lot of home improvement retailers. There isn’t one that I can remember—from the smallest to the largest—that didn’t put a heavy emphasis on the art of customer service.

One of the reasons for the preponderance of customer service champions in our space is the nature of the business. It’s a lot harder to help a typical hardware store customer than just about any other kind of customer you can think of.

November 16, 2008

Corporate Research International and the Franchise Times 200 both gave the company top honors....

September 2, 2008

For the 13th consecutive quarter, Ace Hardware was ranked first in the customer service category...

June 4, 2008

Lowe’s and Menards come in second and third in J.D. Power study....