Newsletters
Doing best what matters most
Stated importance, correlation, regression and key driver analysis
There is much debate over the best way to measure what is important to customers and how these measures should be used for deciding how to improve customer satisfaction and loyalty. Click here for a quick guide to this minefield.More Flawless Experience or Wow the Customer?
An apologetic customer of a UK insurance company telephoned its call centre asking for a replacement policy document as her daughter had scribbled all over the original. Now this company gives each advisor a £25 budget to use at their discretion to improve customer satisfaction. The advisor bought a pack of crayons and a colouring pad to send with the replacement policy document.
More Customer Immersion: What is it?
The newest buzzword on the block, customer immersion (sometimes called experience immersion) is designed to bring the Voice of the Customer alive, thus moving managers closer to the customer experience they’re responsible for.More Satisfaction or Sentiment
As any management discipline becomes mature, there is always a tendency, usually driven by consultants touting for business, to try and dress the emperor in new clothes. So Quality Control became Quality Assurance, then Total Quality Management, then Quality Function Deployment, then Six Sigma. The king is dead; long live the king! Actually, the emperor hadn’t snuffed it. He was still alive.More
