Jan 06, 2012
This is so often the case.
I suggest you do more than this if you want to spend time and money on customer feedback (and you MUST do this in 2012 to survive). Here's my short tips:
1. You don't want 'satisfaction' you want 'loyalty' and 'engagement' resulting in repeat sales, up sales and referrals
tags:
winning ,
win win ,
upselling ,
the great or poor score ,
service quality monitoring ,
service quality ,
sales building ,
reputation management ,
referrals ,
making money ,
increasing profits ,
increase sales ,
great or poor ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
building business
Dec 30, 2011
Here's my nomination for absolutely outstanding service in 2011: Victorinox (those people who make those fab Swiss Army Penknives). Here's the story: it's short and sweet.
I was given a Victorinox penknife on my 16th birthday.
Some 30 years later, the tiny metal ring that attaches it to a keyring wore through from over use (everything else was still working 100%). I emailed Victorinox in Switzerland to see if it could be repaired.
tags:
trust ,
success ,
service quality ,
sales building ,
reputation management ,
referrals ,
increasing profits ,
great service ,
great or poor ,
go the extra inch ,
customers REAL needs ,
customer service ,
customer relationship management ,
customer loyalty ,
customer focused mission ,
customer focus ,
building business
Dec 30, 2011
Here's my award for the poorest service of 2011.
I am looking for a new car to lease: I fancied a small Mercedes Estate, so I phoned the Exeter dealer: I arranged an appointment that was then confirmed by email.
On the day in question, heer's what happened!
Dec 13, 2011
For the last 300 or so years the marketing / manufacturing model has worked well (so we're used to it!)
BUT the world is now changing (very fast)
the customer, previously disempowered, now has the ability to find out about you and feedback on their experience with you like never before
worldwide competition has made everything super competitive
The 'old thinking' is 'cheaper and faster': but this is a recipe for disaster : not only do we struggle to do this (see the fate of most UK industry), but also the customer doesn't REALLY want this (otherwise we'd all be driving around in Kia cars)
The key differentiator and recipe for success in the 21st Century will be consistency & reliability of customer experience, combined with continual improvement
Manufacturers know this for PRODUCT, but not yet for SERVICE
So we need a SYSTEMATIC approach to getting the customer experience consistent, reliable and improving
And noone yet has put a system forward (with simple, powerful measures) that does this ... until now
My system does exactly this: called 'Great or Poor' it empowers organisations, teams and individuals to ensure the experience they deliver (internally and externally) is both consistent, reliable and continually improving.
tags:
win win ,
upselling ,
sales building ,
measure ,
making money ,
increasing profits ,
great or poor ,
empowerment ,
employee engagement ,
customers REAL needs ,
customer service ,
customer focus ,
cost reduction ,
building business
Nov 15, 2011
So often we hear
people saying, ' go the extra mile
', but we would have to do disagree vehemently.
The ‘extra mile’
is unsustainable, annoying, demotivating and frustrating. One of my goals in life is to see the phrase
' go the extra mile ' erased from the vocabulary of business!
When I say to
people: ' how do you feel when your boss or your organisation asks you to go
the extra mile?’ The answer always is, 'it's
too far, it's too difficult and it's unsustainable'.
Nov 01, 2011
WHY?
Many customer surveys are lame and pointless at best (and dangerous and destructive at worst!), and very often have the opposite effect to that intended.
