Tag 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

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

Back to the Future in Retail

As you may know, Amazon is moving more and more into brick and mortar. They are opening book stores, while others are closing. They bought Whole Foods, which may soon no longer be referred to as “whole paycheck,” and they … Continue reading

Posted in competitive advantage, retail | 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

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

Now, That’s How It’s Done

Last year I posted about Hertz’s campaign to get you to rent cars with Sirius XM radio when they can’t determine how to offer it consistently. That situation has not changed. They still promote it, and they still can’t be … Continue reading

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

Why Promote What You Can’t Deliver?

Seems a valid question, and yet I see examples of it all the time. Maybe the people who are being pushed to promote something are unaware it’s not really available. Maybe what they are promoting is highly profitable, but if … Continue reading

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

Language Matters and Other Matters

The medical clinic we use, which is quite large, has been on an alleged customer-centric focus for several years. The employees are supposedly measured on customer satisfaction, though they have no idea how it is measured or really how they … Continue reading

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

Too much, too late

As a follow-up to my Sears post, I thought you might find it amusing and sad that three days after reporting Sears to the Better Business Bureau regarding the stackable washer and dryer, a Sears regional executive “reviewed the file” … Continue reading

Posted in customer loyalty, customer satisfaction, customer service, retail | Tagged , , , , | Leave a comment

Retailers biting the dust

Mervyns, a California based retailer declared bankruptcy earlier this year and just announced that they were going to liquidate as they could not find a buyer or appropriate financing to continue. No doubt many will ascribe their demise to the … Continue reading

Posted in customer loyalty, customer satisfaction, customer service, recession, retail | Tagged , , , , , , , , , , , , , , , | Leave a comment

Expectations

I was reminded again today of the power of under-promising and over-delivering. Last Thursday I went to order new glasses since my current pair had been demolished and I had not had a new prescription in 3 years. I needed … Continue reading

Posted in customer loyalty, customer satisfaction, customer service, retail | Tagged , , , , , | Leave a comment