When Service means survival

Business Week discusses how service is being effected by the recession. Listen to the podcast here. 0219_mz_service

They talk about how the best companies are keeping customers happy despite tightening budgets. Amazon came up tops as this is a year where "people are looking for simplicity and value".

This is not the time to be going after new customers, businesses should be doing everything they can by shifting their resources to existing customers. I was particularly interested in the 'happiness theory' that motivates employees as well as keeping customers satisfied.