purchase
Research Roundup
Peak Web July 19, 2018By: Nathaniel Tok, Peak Associate Customer satisfaction affected by use of pronouns SFU Business professor Brent McFerran believes that customer service training is teaching staff the wrong way to address customers. McFerran’s study, published in the Journal of Marketing Research, with data from lab experiments and companies, analyzes the use of pronouns in affecting customer perception of customer service interactions. The study finds that customer services representatives (CSRs) who use “I” instead of “we” lead customers to feel that the CSR understands them and is helping them. In contrast, current practices have CSRs talking to customers using…
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Adopt your dog, don’t purchase it from a store
EIC February 22, 2016[dropcap]T[/dropcap]he puppy mill industry is predicated on treating puppies like commodities, instead of living beings who deserve respect. With the high demand for certain breeds, dogs are treated with much more concern about profit than their well-being. As a result,…
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