Tom Spencer

MARCH 21, 2020

The customer service reps must not be trained enough or must be unhappy with their job to behave in this manner. The customer feels cheated if some additional charge comes up on their credit card or if they are denied some discount or insurance claim which was very publicly advertised. Improve your processes and invest in technology.

Banking 88

Banking Airlines Insurance Insurance 88

Tom Spencer

MARCH 21, 2020

The customer service reps must not be trained enough or must be unhappy with their job to behave in this manner. The customer feels cheated if some additional charge comes up on their credit card or if they are denied some discount or insurance claim which was very publicly advertised. Improve your processes and invest in technology.

Banking 78

Banking Airlines Insurance Insurance 78

Tom Spencer

JUNE 10, 2014

How many cars, traffic lights, street signs and advertisements? While they were focusing on CD sales and law suits, Apple came along and launched the iTunes Music Store, which is now the world’s largest music retailer with revenues exceeding $12 billion per year. Again, your RAS will focus on what you train it to.

Retail 127

Retail Deloitte Video Sports 127