To borrow a theme from one of Clint Eastwood’s movies, here are three real examples of good, bad and ugly customer satisfaction cases. Let’s start in reverse order with the ugly.   A friend of mine had a home mortgage with Washington Mutual and his payments were automatically withdrawn from his checking account each month. [...]

In one of my posting I asked the question, Who is Responsible for Customer Satisfaction?  I stated that customer satisfaction is the responsibility of EVERYONE! Everyone “touches “  the customer and how everyone performs their job relates to the customer being satisfied.  I also listed several steps for starting a customer satisfaction program within any [...]

Customer satisfaction can be a very unique differentiator for any corporation and a major value proposition to any of the corporation’s customers.   When a product or service is on a par with the competition you can use best in class customer satisfaction to stand out in a crowded market. When customers look for value, it [...]

Bad news Timmy, not only is there no Santa Claus, but account control no longer exists! So if you are living in the old world where sales people knew everything about their accounts, where they provided the customer with all the “necessary information” and helped guide them down the path that eventually led to an [...]

  The following post is about how a vendor made three (3) major mistakes in today’s Marketing world. Background, I recently ordered a cell phone from Verizon Wireless (actually the sales representative made a very compelling sales pitch for this particular phone (Pantech ) Upon delivery, I inserted the battery, charged the battery and called [...]

Well, I guess the current political environment has done one positive thing for consumers and industrial buyers.  The joke about how do you know when a politician is lying….  when his/her mouth is moving, can now be said about Marketers. A webinar I attended and a recent survey stated that 70 -75% of buyers don’t [...]

  With the changing of the selling model to where the customer is in control; I contend that the old sales strategy of promising the world and getting the order no longer works.  Instead, I would suggest a different approach of under-promising and over-delivering. Let me give a few examples to support my hypothesis. The [...]

I don’t know about you, but if I call one more 800 number and get a robotic voice asking me to express my need or press one for whatever, I am going to just hang up and cancel that account. Now I realize that 800 numbers (one channel into a contact center) is a cost [...]

Comments on how Amtrak missed an opportunity to build customer satisfaction when their service failed the Friday before Labor Day. #amtrak

Everyone is constantly trying ways to lower the cost of operations while at the same time generating additional revenues.  One key area of focus in today’s enterprise is the call or contact center.  Here is where your existing and potential new customers “meet” or interface with your company.  The contact center provides a channel for [...]