• Skip to main content
  • Skip to footer

Top Sales World - inspiring the global sales community

  • Home
  • About
  • Contributors
  • Top Sales Books
    • Submit a Sales or Marketing Book 2025
    • Top Sales Books 2024
    • Top Sales Books 2023
  • JF Initiatives
    • Top Sales Articles
    • Top Sales Awards
    • Top Sales Futurists
    • Top Sales Leadership
    • Top Sales Magazine
    • Top Sales Library
  • Media Pack

10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected

Shep Hyken - 13 November 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator.
I started my speaking business in the 1980s. I know, I look much younger than I actually am, but it really was that long ago. Back then, the rock star company that was known for customer service was IBM. They recognized that if they created enough value beyond the actual product, that price would seem less important. That brings me to Lou Sterns, Distinguished Professor Emeritus of Marketing at Kellogg School of Management at Northwestern University.
I had the chance to attend a weekend marketing program at Kellogg with Professor Stern. He shared a case study that I’ve often thought about and even referenced

Footer

Follow Us

  • LinkedIn
  • Twitter

Our Partners

Sandler
Assessments 24x7
Integrity Solutions
Kristie K. Jones
Kurlan & Assocs
Membrain
Mereo
Women SalesPro
Privacy & Cookies: This site uses cookies. By continuing to use this website, you agree to their use.
To find out more, including how to control cookies, see here: Cookie Policy

© Copyright 2010 - 2025 topsalesworld.com · All Rights Reserved · Contact· Privacy Policy · A JF Initiative