Tag Archives: customer satisfaction

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

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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

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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

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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

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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

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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

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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

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