Category Archives: customer satisfaction

Digital Marketing Failure

Posted on April 11, 2017 by

It’s my opinion that many marketers who focus on digital marketing stop thinking. They become enamored with the automated nature of the process, and the fact that it’s “free,” and therefore don’t think, as they should. Here is recent example. … Continue reading →

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Over-Promise and Under-Deliver

Posted on January 31, 2017 by

My son recently closed on a condominium in Santa Cruz and the closing process reminded me of the difficulties many companies have in delivering on their promise. To be fair I don’t know if the “sales department” over-promised or the … Continue reading →

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A Modern Version of the Mafia Protection Racket

Posted on November 15, 2016 by

I had heard from people that Yelp’s reviews could be bought, which disappointed me greatly. I have come to believe, based on conversations with merchants, that it is materially worse than that. Yelp appears, in my opinion, to be holding … Continue reading →

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Make Doing The Wrong Thing Hard

Posted on August 16, 2016 by

To help prevent errors, a construct translated as “make doing  the wrong thing hard” has been around informally for many decades. It was formalized as part of the Toyota Production System by Shigeo Shingo and called poka-yoke in Japanese. This … Continue reading →

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Find Out How Your Customers Really Feel

Posted on April 5, 2016 by

Customer surveys range from the simple Ultimate Question, to highly in-depth, multi-question surveys. The validity of any of these approaches is suspect. Just like political surveys are proving inaccurate much of the time, customer surveys are likewise. If you want … Continue reading →

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Now, That’s How It’s Done

Posted on March 15, 2016 by

Last year I posted about Hertz’s campaign to get you to rent cars with Sirius XM radio when they can’t determine how to offer it consistently. That situation has not changed. They still promote it, and they still can’t be … Continue reading →

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Creating A Great Customer Experience

Posted on October 13, 2015 by

In most companies (e-commerce only partially excluded), your people make a huge difference in the customer’s experience. They can move it from good to great or from bad to worse, at least. Numerous studies have shown that how your company … Continue reading →

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