Para reflexão nestes tempos de recessão

Nestes tempos de recessão todos os dias fecham lojas (parece que 100 por dia), todos os dias empregados são despedidos... há que reduzir os custos.
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Para reduzir os custos a tentação passa por reduzir na qualidade do serviço. No entanto, o comércio é muito diferente da indústria. No comércio a prestação do serviço é feita na presença do cliente, o cliente co-produz o serviço com o fornecedor.
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Assim, faz todo o sentido reflectir sobre este artigo "In a Turbulent Economy, Don't Skimp on Customer Experience":
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"At a time when news bulletins are painting a damning picture of the economy, the first instinct of companies might be to cut costs. Instead, just like Craft, they should be thinking of novel ways to maximize customer experience, not only to establish loyalty now, but to ensure that consumers who might be watching their pennies today, will return as soon as their financial situation improves.
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According to Peppers & Rogers Group Founding Partner Don Peppers, in a turbulent economy consumers might look for bargains, but they also look for businesses they can trust. He stresses that rather than laying low and hoping for the best, companies should bolster their customer-oriented services and strive to earn their consumers' trust, starting with identifying the most valuable clients and reaching out to them with unsolicited benefits and personalized offers."
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Nestes tempos de recessão, a batota é mais importante do que nunca.