Surveys shouldn’t be about a vague sense of customer satisfaction levels. They should be about discovering the specific things we need to improve on and how we might improve on them. Constructive criticism is what we’re looking for, not nebulous data. We need laser-focused data on the areas we perceive as our weaknesses and the… Read More
Surveys are as old as large societies. Historically, humans have lived in groups of about 120 people. Researchers say this is roughly the number of people we can actually know, as a friend or relative or acquaintance, not just a name. However, as soon as we began gathering in societies rather than small villages, it… Read More
Not everyone is ready for technology at every turn, although even the non-technical among us have adapted to the technology in our daily lives. Many have embraced it. But technology should also adapt to us. Maybe even embrace us. Enable the Customer Business technology is a fact of life—every day, there’s more and more technology… Read More
Research shows that employee satisfaction can have a positive effect on customer satisfaction. But does it work the other way around? In a paper titled Relationship Between Employee Satisfaction and Customer Satisfaction, Beomjoon Choi of California State University, Sacramento and Hoseong Jeon of Hallym University in South Korea present their findings on the issue. As… Read More
Taiwanese researchers have developed an automated technology that can gauge customer satisfaction over the phone. And it can do it better than humans. Shuchih Ernest Chang and Yu-Teng Jang of the National Chung Hsing University in Taiwan used recorded customer voice files to “construct an artificial neural network-based” technology that matches tone of voice to… Read More
In the not-too-distant future, virtually everyone will be technologically literate. As always, we’ll teach our kids the Three Rs (reading, writing, arithmetic), but we’ll also add The C (coding). However, we’re not there yet. My mom, for one, is (amusingly) illiterate when it comes to technology—she likes to go ‘into’ the internet, for example. She… Read More
The buddy who organized the dinner kept saying we had to get to the restaurant at exactly the same time—because they wouldn’t seat us at the bar without our whole party. Wait. They wouldn’t seat us at the bar without our whole party. Isn’t the bar where we wait for the rest of our party?… Read More
Setting and meeting customer expectations is a complicated, multi-step process that begins before first contact, continues throughout the customer relationship and requires the commitment of everyone in the organization along the way. Aligning Strategy 1—Let Go, Listen, and Hear Trying to control another human being is an exercise in futility. So, when working with undoubtedly… Read More
Interactions between people and between people and business entities are becoming increasingly technology-based. As people turn to text messages, social media, and automated voice applications it’s critical to remember that those are just tools that enable conversation. No matter what communication medium you use, when customers feel like you’re focused on them as individuals they’re… Read More
In Moneyball, Brad Pitt and Jonah Hill use statistical analysis to cobble together a team of misfits and turn the cash-strapped Oakland A’s into World Series contenders. (FYI—No spoilers anywhere.) That’s where the sports metrics craze started, a decade ago in Major League Baseball. Now it’s everywhere in American sports—the MLB, NBA, NFL, NCAA. According… Read More
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