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Blogroll
Category Archives: customer satisfaction
Customer Experience
As I have noted in prior posts, customer experience is the competitive weapon of the future. Clearly, if you can’t get your marketing right, which is aligning your company with the current and future needs of your customers, all bets … Continue reading
United to Become More Customer Centric … Sure
United Airlines had its first ever global media event last week to kick off a “new United.” The CEO wants the media to start asking what’s next instead of what’s wrong. Maybe. According to the Chicago Business Journal, a group … Continue reading
Metrics That Don’t Matter
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
The Power of Who and the Power of Focus (Part 10)
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 banks, customer focus, customer satisfaction
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What Really Sets Amazon.com Apart
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 amazing customer service, Amazon.com
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One Directional Conversations in a Two-Way World
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
What’s Really Wrong With United Airlines?
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
The Danger of Automated Processes
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
How Do You Know If It Is Good Enough?
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
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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