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The “Can’t Fail” Way to Success

6 July, 2014 by James Lawther 5 Comments

Broken Promises

Under-promise and over-deliver Adrian Swinscoe writes an interesting post… His bank found fraud on his card and sent him a new one.  They told him it would take a working week to get it to him, but then delivered it in 2 days.  Banks are not known for their customer service.  They usually promise little […]

Filed Under: Blog, Process Improvement Tagged With: culture, customer satisfaction, process control, waste

Quantum Mechanics and Customer Service

29 June, 2014 by Bernie Smith 7 Comments

Customer Service

This is a guest post Quantum mechanics poses an interesting problem. Measuring a system tells us it’s current state, but the act of measurement also changes it. This isn’t just a problem for scientists This problem was going through my mind as I collected my Ford family wagon from it’s trip to my local dealership.  It […]

Filed Under: Blog, Operations Analysis Tagged With: customer satisfaction, key performance indicators, measurement, net promoter score

Making Life Difficult

15 August, 2012 by James Lawther 1 Comment

In 2010 the H.B.R. published the article Stop Trying to Delight Your Customers. The big idea was that focusing on reducing “customer effort” is a far better way to improve customer loyalty than worrying about customer satisfaction “C.S.A.T.” or net promoter score “N.P.S.”. Now this was heresy and it provoked a mass of intellectual debate […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: customer effort, customer satisfaction, customer surveys, measurement, net promoter score, video

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