(this is an archive of the blogs published 2009-2020 while independent and an influencer iconoclast)
I don’t have the answer to this question mostly because it changes from industry to industry and organization to organization. However, the question is valid. As long as I have been in business (including time in college) I’ve heard a statement that goes something like “it costs [insert favorite number here] more times to get …
Continue reading "Is it Really More Expensive to Get New Customers?"
Warning, we are embarking on another of my pet peeves: granularity. What? You don’t know what I am talking about about? Let me explain myself. Granularity is how detailed of a scale you use when ranking feedback. For example, you could use a simple Boolean scale, like Yes or No. You could also use numeric …
Continue reading "The Uselessness of Granularity in Feedback Management"
It has been crazy and busy lately with EFM; I have been traveling the world spreading the word — and it has been so interesting. It has amplified my views of EFM and given me lots of new ideas on what to do with this blog. It has also given me an idea on spreading …
Continue reading "What To Do With The Feedback You Collect From Your Customers"
I have been working on some research this week, trying to improve my three-layer model for feedback management which relies on point-of-delivery, customer-satisfaction, and planning feedback events. See, for the most part I have been using it with clients to help them deploy feedback management strategies, mostly for support scenarios (it can be adapted to …
Continue reading "How About Feedback From Passive Customers? Huh?"
First, the acknowledgment… I wrote this for a presentation I am doing next week at the DestinationCRM conference. Yes, it is my original material but it is not just for this blog… then again, we’ll see if I get more readers here or people at the conference next week. As I started getting my presentation …
Continuing my one-man crusade to end the use of customer satisfaction as a metric in corporations, I want to bring attention today to one more problem: The Gap. What gap you ask? Well, the gap that exists between customer satisfaction and customer churn – that gap. There are two KPI (key performance indicators) for organizations …
That is the truth – organizations that focused on customer loyalty are taking the wrong path to customer retention. Mea culpa, I was one of those people who saw Customer Loyalty as the end-all for customer service. If you could just achieve high levels of loyalty, the idea goes, you won’t have to worry about …
Continue reading "Loyalty? We don’t need no Customer Loyalty"
Lots have been said about customer satisfaction see at the end of this entry for entries on this blog about customer satisfaction). Organizations struggle to get their customer satisfaction scores under control, they “need” or want to get them to a certain number (for some reason, 76% seems to be the magical number most of …
Continue reading "How to Score a 90% or more Customer Satisfaction"
Customers demand more – more features, more service, more representatives. You look at what you can do within your budgeting constraints and probably want to start crying. Not much more you can do, or afford to do; least of all, bring in more people. Certainly, other corporations are doing better than you – right? Well, …
Continue reading "Hire More Customer Service Representatives for Free"
Back in the old days of the Internet, when money was free and ideas plentiful, a few friends asked me if there was something new and different that I thought was ready to be discovered, transformed into a product, created into an IPO, and worth millions of dollars. I said I was not sure about …
Continue reading "Tired of Web 2.0? Try Service 2.0 for size"
ThinkJar - The Blog (Archive)! 