Category Archives: customer satisfaction

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

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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

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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

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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

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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

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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

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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

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