“Excellent customer service sees customer choice as a right, not a privilege and this extends to allowing customers to use whatever channel they wish (such as mail, phone, fax, Internet, face-to-face, etc.) for whatever reason motivates them to contact the company (such as to place an order, ask a query, register a complaint, track a fault, request a service, respond to a promotion, etc.).”
– Adrian Payne
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This website contains research material by Thomas Mejtoft. The research is within the area of institutional arrangements and strategic issues, with a focus on vertical integration and cooperation, in small- and medium sized firms. The research is closely related to my field of expertise - media technology, marketing and business strategy. The purpose of this website is to distribute original research material to organizations and individuals interested in the area.