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 , , | Leave a comment

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 , , , | Leave a comment

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

Posted in customer satisfaction, Web-based Marketing | Tagged , , , | Leave a comment

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 , , | Leave a comment

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 , , | 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 , | 1 Comment

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 , , | Leave a comment