How to Compete in Tough Times

Posted: 01/20/2011

In this episode of Voice of the Customer TV, Barry Berman, Hofstra University business professor and Director of Hofstra's Executive MBA program, talks to Call Center IQ editor Gina Scanlon about his new book Competing in Tough Times: Business Lesssons from L.L. Bean, TraderJoes, Costco and other World Class Retailers.

Berman touches on a variety of popular customer service topics, including what the new consumer wants and where they're spending their money. He also discusses how to best utilize new technologies in both the call center and online such as the click-and-call component. Berman gives tips on why he thinks businesses like Wegmans and Amazon acheive high scores in consumer reports and reviews, and why higher end businesses like Whole Foods are facing challenges in the current market.

Like this video? Check out Gina's interview with CNN contributor Michael Maslansky on his book, The Language of Trust.

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