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
A blog post last week by Peter Shankman titled, The World’s Greatest Customer Service Story Ever Told, Starring Morton’s Steakhouse has generated some debate as to whether Morton’s Steakhouse demonstrated amazing customer service or capitalized on an opportunity to grab some great press when it delivered a porterhouse steak and
I read two things yesterday that cemented for me the fact that, due to the effect of social media, customer service and public relations are now inextricably linked. The first was a quote by Randi Zuckerberg, Facebook’s former marketing director (and sister of the social networking site’s famous CEO), in
The other day, I trailed a King Soopers employee as she returned about a half-dozen shopping carts from the parking lot to the store. She pushed the row of carts into another row of carts inside the store and then, with a dreary facial expression and a heavy sigh, returned
According to a recent Accenture survey of 7,000 people from 13 countries, significant gaps exists between what consumers want from their insurers and what they feel they are receiving. For instance, more than three-fifths (61 percent) of respondents said that it was very important for their insurer to provide prompt
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