customersatisfaction.typepad.com
Customer Satisfaction Measurement - The Leadership Factor: Surveys
http://customersatisfaction.typepad.com/customer_satisfaction_mea/surveys
Customer Satisfaction Measurement - The Leadership Factor. May 16, 2012. At our conference this year, I talked about the Holy Grail of customer attitude measurement proving the benefit by showing the financial returns from high levels of satisfaction, loyalty, etc. This is important because, if we want the customer experience to be taken seriously at board level, we need to join the grown-up conversation. We need to talk pound signs (or dollar signs, or Euros). My view is that Percival. How do customer p...
customersatisfaction.typepad.com
Customer Satisfaction Measurement - The Leadership Factor: The Holy Grail
http://customersatisfaction.typepad.com/customer_satisfaction_mea/2012/05/the-holy-grail.html
Customer Satisfaction Measurement - The Leadership Factor. Laquo; George Orwell on the boulot. May 16, 2012. At our conference this year, I talked about the Holy Grail of customer attitude measurement proving the benefit by showing the financial returns from high levels of satisfaction, loyalty, etc. This is important because, if we want the customer experience to be taken seriously at board level, we need to join the grown-up conversation. We need to talk pound signs (or dollar signs, or Euros). How doe...
customersatisfaction.typepad.com
Customer Satisfaction Measurement - The Leadership Factor: Satisfaction Measurement
http://customersatisfaction.typepad.com/customer_satisfaction_mea/satisfaction_measurement
Customer Satisfaction Measurement - The Leadership Factor. May 16, 2012. At our conference this year, I talked about the Holy Grail of customer attitude measurement proving the benefit by showing the financial returns from high levels of satisfaction, loyalty, etc. This is important because, if we want the customer experience to be taken seriously at board level, we need to join the grown-up conversation. We need to talk pound signs (or dollar signs, or Euros). My view is that Percival. How do customer p...
customersatisfaction.typepad.com
Customer Satisfaction Measurement - The Leadership Factor: Truth is another story
http://customersatisfaction.typepad.com/customer_satisfaction_mea/2010/10/story-time.html
Customer Satisfaction Measurement - The Leadership Factor. Laquo; Please ask me first before you try and sell me something. Maslow, emotion and hierachy of service ». October 26, 2010. Truth is another story. This post in a nutshell: stories are powerful, but dangerous. Powerful, because they are the best way to persuade people to do what we want them to do (journalists, lawyers and salespeople know this well). Dangerous, because we also use them to sell easy explanations to ourselves. A key part of the ...
customersatisfaction.typepad.com
Customer Satisfaction Measurement - The Leadership Factor: Crisis and Awakenings - Generations, Values and Motivations
http://customersatisfaction.typepad.com/customer_satisfaction_mea/2011/04/crisis-and-awakenings-generations-values-and-motivations.html
Customer Satisfaction Measurement - The Leadership Factor. Laquo; Changing customers' minds. George Orwell on the boulot ». April 08, 2011. Crisis and Awakenings - Generations, Values and Motivations. Men resemble their times more than they do their fathers -Marc Bloch. We are formed by our experiences, particularly in childhood, and shared experiences are likely to mould us in similar directions. That, in a nutshell, is generational theory. Do I resemble my father? As much as the North, but the country ...
customersatisfaction.typepad.com
Customer Satisfaction Measurement - The Leadership Factor: Customer Experience
http://customersatisfaction.typepad.com/customer_satisfaction_mea/customer_experience
Customer Satisfaction Measurement - The Leadership Factor. May 16, 2012. At our conference this year, I talked about the Holy Grail of customer attitude measurement proving the benefit by showing the financial returns from high levels of satisfaction, loyalty, etc. This is important because, if we want the customer experience to be taken seriously at board level, we need to join the grown-up conversation. We need to talk pound signs (or dollar signs, or Euros). My view is that Percival. How do customer p...
customersatisfaction.typepad.com
Customer Satisfaction Measurement - The Leadership Factor: Customer Satisfaction
http://customersatisfaction.typepad.com/customer_satisfaction_mea/customer_satisfaction
Customer Satisfaction Measurement - The Leadership Factor. May 16, 2012. At our conference this year, I talked about the Holy Grail of customer attitude measurement proving the benefit by showing the financial returns from high levels of satisfaction, loyalty, etc. This is important because, if we want the customer experience to be taken seriously at board level, we need to join the grown-up conversation. We need to talk pound signs (or dollar signs, or Euros). My view is that Percival. How do customer p...
customersatisfaction.typepad.com
Customer Satisfaction Measurement - The Leadership Factor: Maslow, emotion and hierachy of service
http://customersatisfaction.typepad.com/customer_satisfaction_mea/2011/01/maslow-emotion-and-hierachy-of-service.html
Customer Satisfaction Measurement - The Leadership Factor. Laquo; Truth is another story. Culture, innovation, and designing for joy ». January 14, 2011. Maslow, emotion and hierachy of service. An interesting and slightly longer post from September last year relating Maslows hierarchy of needs to a hierarchy of service that companies should be mindful of, in my view. Maslow, emotion and hierarchy of service. Posted by Richard Kimber. On January 14, 2011 at 02:10 PM. Save to del.icio.us. An excellent sou...
customersatisfaction.typepad.com
Customer Satisfaction Measurement - The Leadership Factor: George Orwell on the "boulot"
http://customersatisfaction.typepad.com/customer_satisfaction_mea/2011/11/george-orwell-on-the-boulot.html
Customer Satisfaction Measurement - The Leadership Factor. Laquo; Crisis and Awakenings - Generations, Values and Motivations. The Holy Grail ». November 07, 2011. George Orwell on the "boulot". Not long ago I read. Down and Out in Paris and London. George Orwells brilliant semi-autobiographical portrait of the grimy world behind the scenes of upmarket hotels and restaurants in Paris, and on the streets of London. Whats more important to staff in your organisation service or the boulot? Dan Ariely: Predi...
