This post is the second in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The second obstacle is insufficient employee training. Recently a large family
This morning I stopped by my local King Soopers to pick up a few groceries. One of the items on my list was a pound of sliced turkey from the deli counter. Sometimes I pass on deli meat if there’s a wait but today I was in luck as there
This post is the first in a series over the next 10 weeks that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The first obstacle is apathy. Apathy
The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I do is gather data to assess the current state of service quality. I do so by interviewing stakeholders such as managers, hourly employees, and, when
According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared to only 74.9 if there was no problem to begin with. And the more satisfied a hotel guest is, the more he’ll likely spend. The
It occurred to me that rain and customers have a lot in common. Rain is required to sustain physical life. Customers are required to sustain corporate life. We want rain on our terms, when it’s convenient, so that it does not interfere with our plans. In business, we’d prefer that
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