Category Archives: customer satisfaction

Metrics That Don’t Matter

Posted on September 30, 2019 by

As you may know, US airlines keep track of actual on time arrival and departure information and it is publicly available. Late flights arriving or departing are tracked. A belief exists that this information helps the public select flights. The … Continue reading →

Posted in airlines, customer satisfaction | Tagged , , , , , | Leave a comment

The Power of Who and the Power of Focus (Part 10)

Posted on November 20, 2018 by

For many years, we have espoused the idea of knowing Who should be your customer, and, sometimes more importantly, Who should NOT be your customer. Some recent research suggests that this is powerfully true in terms of customer satisfaction as … Continue reading →

Posted in customer satisfaction, Focus | Tagged , , | Leave a comment

What Really Sets Amazon.com Apart

Posted on October 23, 2018 by

Amazon.com has claimed a relentless pursuit of customer-centric processes since its inception. Sure, Bezos’ access to VERY low-cost capital and minimal profit expectations gave him an advantage, but others have had those factors and no longer exist. It’s the fact … Continue reading →

Posted in customer satisfaction, customer service | Tagged , | 2 Comments

One Directional Conversations in a Two-Way World

Posted on June 5, 2018 by

Any observer of customer relationship management today can easily see we now live in a two-way world. Brands and companies no longer control the conversation or message delivered about them to the marketplace. Sharp companies have dedicated people monitoring social … Continue reading →

Posted in communication, customer satisfaction, customer service | Tagged , | Leave a comment

What’s Really Wrong With United Airlines?

Posted on March 14, 2018 by

Over the last 15 months or so United Airlines has received a lot of well deserved negative publicity. Here is a partial list: In January of 2017 they were blamed for killing a passenger’s Golden Retriever dog because it didn’t … Continue reading →

Posted in airlines, customer satisfaction | Tagged , , | Leave a comment

The Danger of Automated Processes

Posted on February 27, 2018 by

In an effort to increase efficiency, many companies are automating customer experience processes; resulting in unintended problems with effectiveness. I experienced this first hand recently with the Ford Motor Company. I’ve been a fan of Ford since they didn’t take … Continue reading →

Posted in Automobile Industry, customer satisfaction, customer service | Tagged , , | Leave a comment

How Do You Know If It Is Good Enough?

Posted on January 30, 2018 by

I found a good article in Entrepreneur Magazine discussing the frustrations of perfection vs good enough. As the title states, the author provides two questions she feels you should ask to help you know when good enough really is. Her … Continue reading →

Posted in customer satisfaction, Pricing, strategy, What | Tagged , , , , | Leave a comment