Peggy Morrow


A Do-It-Yourself Customer Panel

By Peggy Morrow |  Mar 10, 2003

As a small-business owner, you might think you can't afford the services of a fancy marketing firm to keep track of how you are doing. Wrong! It can be ea...  Read story

Recovering From Service Mistakes

By Peggy Morrow |  May 13, 2002

How good are you at transforming a dissatisfied customer into a satisfied one -- even when you messed up? Customer-service consultants Peggy Morrow Read story

Failure Modes to Avoid

By Peggy Morrow |  Aug 2, 2000

There are certain things that signal a good chance of failing in a customer service program. If any of these situations exist, you must turn them around b...  Read story

Eight Keys to Creating a Customer Service Culture

By Peggy Morrow |  Aug 2, 2000

Management must make the measurement of service quality and feedback from the customer a basic part of everyone's work experience. This information ...  Read story

Setting and Measuring Service Standards

By Peggy Morrow |  Aug 2, 2000

Revco Drug Stores instituted a customer service improvement program based on the slogan, "Every customer, every time." In order to make this slogan come t...  Read story