“Motivated employees make a huge difference in service” says David A. Aaker in his book, Strategic Market Management
Mind the gap
Like many busy moms, I willingly and sometimes, forcefully, take on everyone’s shopping in my family. This year, more than ever before, I’ve had the opportunity to experience the limits of customer service at retailers, more particularly, at Canadian retailers.
This has given me a pretty good insight in their practices and what the end user, the customer deals with. I will use this “experience” to bring you a series on Canadian retailers; the first topic is pretty general as it sets the tone and give you a fair idea of the landscape.