Strategic Discipline Blog

It wasn’t long ago when speed of delivery wasn’t expected to be next day.

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Topics: Customer Feedback, Net Promoter Score, customer satisfaction metrics, customer loyalty, Fred Reichheld, Customer Satisfaction

In October of 2008, I wrote a blog Even in a difficult economy Customer Service can Make a Difference! My car wash customer was looking to improve his business during the summer, due to skyrocketing gas prices. The solution: measure customer satisfaction. Autopia Car Wash in California was one of the first customers I shared Fred Reichheld’s Ultimate question, Net Promoter Score (NPS).

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Topics: Good to Great, customer survey, Net Promoter Score, customer satisfaction metrics, Jim Collins, customer loyalty, Fred Reichheld, Winning on Purpose

Karoline Clarke steps in this week to provide some helpful thoughts and ideas on utilizing Social Media:

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Topics: Your Core Customer, Strategic Planning, customer loyalty, Social Media

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.

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Topics: Customer Feedback, Customer Advocacy, Qualitative Customer Feedback, customer loyalty, NPS, Customer

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.

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Topics: The Ultimate Question, customer survey, Customer Feedback, customer service, Quantitative Customer Feedback, customer loyalty, NPS

What’s your definition of Customer Service?

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Topics: customer service, Growth Summit, Growth Summit. Learning, customer loyalty

This blog is no stranger to the value of habits.  We’ve written about habits many times in the past.

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Topics: leadership, Growth Summit, habits, customer loyalty, Customer needs, appreciation

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.

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Topics: customer service, Growth Summit, daily huddle, customer loyalty, Starbucks

A customer complaint is a good thing.  It means you know that you need do to something for improvement.

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Topics: Customer Feedback, Net Promoter Score, employee engagement, customer service, customer satisfaction metrics, Qualitative Customer Feedback, customer loyalty

What’s you reason to gather customer feedback?   
You are collecting customer feedback aren’t you?

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Topics: The Ultimate Question, customer survey, Customer Feedback, customer service, customer survey questions, customer loyalty