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Blogroll
Category Archives: customer satisfaction
Just do it…
Two object lessons in the last week from two transactions. On Thursday of last week I ordered a new battery for my laptop online from an eBay vendor. I paid an extra $20 for overnight delivery. Promised delivery was Saturday, … Continue reading
“Customer centric” is still mostly baloney
For all the talk of “putting the customer first” these days, many, if not most, companies really don’t. (Actually, the right priorities for any company are the ones delineated by Bill Hewlett- the founder of Hewlett and Packard. They are: … Continue reading
Why does everyone forget how to do surveys?
The third-party survey company, doing a quality survey for my health care provider (doctor’s office), just caught me at a weak moment and I agreed to answer their questions. 20 minutes later, I’m off the phone. What could possibly be … Continue reading
Posted in customer loyalty, customer satisfaction, Interviews, market research, Uncategorized
Tagged quaiity, surveys
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So you think you care about quality? Here’s an acid test.
My wife uses those fancy, high-end Moleskine planners, and they are very nice products. I was reading the little promotional booklet that came with her new one, and it said something that I’ve seldom seen. Each booklet is individually serial … Continue reading
Are you reaping the dismal results that you sowed a couple years earlier?
The story: Labor Day night I placed an online order with L.L. Bean (which went flawlessly). The next morning I woke up and decided to change the size of the item I had ordered. Calling into Bean, the person who … Continue reading
Live person selling can be more profitable than web orders
Over the past decade or more, companies have been automating their web ordering/selling engines, in the quite reasonable belief that it is a lot more profitable to take orders over the web without a live sales person answering the phone … Continue reading
Now that’s customer-centric
As airports renovate they are trying to find novel ways to offer added value for their traveler. San Jose Airport’s new Terminal B has seat power in many of the waiting area seats at the gate. No need to look around … Continue reading
It’s simple if you think about it
Several years ago I read about two candy stores that were across the street from each other. Both sold pretty much the same things and most of their sales were bulk candy to kids. The kids referred to one of … Continue reading
A quick reminder about how not to make sales
I went to the post office the other day, and the line was so long that I left and planned to use FedEx or UPS instead. The USPS seems to have a problem doing load balancing, a management technique that … Continue reading
Posted in CMO, customer loyalty, customer satisfaction, customer service, retail, sales
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Visual indicators of quality
A tenet of process improvement management is to use visual indicators of quality to help people connect. I experienced an excellent example of that today at the bank. To calibrate you, one of the best inventions of the 20th Century … Continue reading
