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Blogroll
Category Archives: customer satisfaction
No Action Talk Only
I have accused the airlines, who spend countless dollars claiming to be customer-focused, of operating on the premise that passengers are an inconvenience to the efficient movement of airplanes. I recently discovered an amazon vendor that may have the airlines … Continue reading
Posted in customer satisfaction
Tagged Amazon, customer service, over-promise and under-deliver
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Dealing with a Bad Online Review of Your Business
Online review sites are the rage. Unfortunately they often are given more credibility than they deserve. I wrote a piece back in 2016 about some disturbing things I have heard more than once about Yelp. Experts agree that negative reviews … Continue reading
Posted in customer satisfaction
Tagged customer service, online reviews, responding to online reviews, Yelp
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Digital Marketing Failure
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
Over-Promise and Under-Deliver
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
Posted in customer satisfaction
Tagged customer satisfaction, customer service, silos
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A Modern Version of the Mafia Protection Racket
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
Posted in customer satisfaction, Uncategorized
Tagged are customer reviews fake, customer reviews, Yelp
1 Comment
Make Doing The Wrong Thing Hard
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
Posted in customer satisfaction, customer service, process management
Tagged Amazon, poka-yoke
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Find Out How Your Customers Really Feel
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
Posted in customer satisfaction
Tagged customer feedback, customer satisfaction, customer surveys
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