You check into a lot of hotels as a consultant. I’m in a hotel almost 200 nights a year. Those of us who make our living on the road have some pretty consistent needs. We want a clean room. We want the hotel to honor our preferences for room type (bed size, high floor or […]
Stop holding your employees hostage to your metric Read More »
There has been so much talk over the last several weeks about the Wall Street Journal’s article on NPS (warning, it’s behind a paywall) and whether or not it is a valid metric that I almost didn’t write this blog. But then last week, I was at a conference with Richard Owen (one of the
Almost every firm that I walk into has a balanced scorecard where they are measuring hundreds of micro metrics. Many of them also have a macro metric that sits above all that they do – think NPS, Customer Satisfaction. The problem with both of these scenarios is that most of the time, neither of them
Do You Have Lost Luggage? Metrics that Matter. Read More »
I’m having one of those moments. I’m on line, answering emails and I received a request for feedback on a recent transaction I did with one of the financial institutions I do business with (and that we all revere as one of the best.) Because the rep was so good, I jumped at the opportunity
OMG. Is it time to Stop the Survey Madness? Read More »
I’m a big fan of KISS. The acronym, not the band. And for those of you who have met me, you know how I feel about acronyms! KISS – Keep it Super Simple (I like this definition way better than the original) is what I think the mantra for starting a VOC program should be.
Starting a Voice of Customer (VOC) program Read More »
Asking the right questions. Why is a chili called a “chili” – when we all know it is really hot! I’m fascinated by the number of people that are still trying to get a pulse on their business by asking how satisfied people are. Your satisfied customers are satisfied. Leave them be. Let’s focus on
