Upfront confession, I stole this idea from The DiJulius Group’s blog Ellen Shocks Waitress Who Delivers Great Service | The Power Of Brand Advocates. If you want to get the inspiration behind this blog, go straight to the link.Read More
Strategic Discipline Blog
In Fred Reichheld’s first book The Ultimate Question introducing Net Promoter Score, the standard for gauging Customer Satisfaction, he spoke about a specific issue that many companies have deriving what he called “bad profits” from their customers. An example he gave at the time was staying at a hotel and having to use the phone from your room to make call. At the time of the book’s publishing many hotels were charging exorbitant fees to call, especially long distance calls.Read More
What’s your definition of Customer Service?Read More
This blog is no stranger to the value of habits. We’ve written about habits many times in the past.
You may recall in People: Teaching Willpower Spurs Starbucks’ Business Growth we discussed how habits changed ordinary people like Travis into an extraordinary service provider. If you don’t know how hard that might be, read the blog to discover how Travis behaved at McDonalds.
A customer complaint is a good thing. It means you know that you need do to something for improvement.
What’s you reason to gather customer feedback?
You are collecting customer feedback aren’t you?
Discovered a great customer experience recently? When and how were you sure?