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Twitter Survey: Hamburger Questionnaire in a Tweet, With No Calories
One way to obtain the voice of the customer is, by simply, asking them. On Twitter today, I was presented with an invitation to complete a brief survey. I was surprised to see an invitation and was...
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Payment Terminals Customer Satisfaction Survey
The more I try to be aware of all the methods by which to obtain the Voice of the Customer, I’m amazed at the tremendous effort companies are taking and the great lengths they’ll go to learn more...
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Customer Satisfaction Letter from Jeff Bezos
It’s no secret that Amazon is the most customer-centric company on the planet – that’s clearly their aim and the mantra that Jeff Bezos lives by daily. We know that his approach to innovation and in...
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The Important Relationship Between Health Informatics and Nursing Programs
Today’s post, contributed by Sarah Wenger is a writer and researcher for www.onlinenursingprograms.com, an online resource designed to help prospective and current nursing students plenty of...
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Barcode Solutions: How to Gain a Competitive Advantage and Better Inventory...
Today’s guest post discusses the benefits of a Barcode system for warehouse management and inventory control. Specifically, Ginger Ebinger shares with us the importance of keeping the fidelity of data...
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Customer Comments: Transparency at Whole Foods
While at Whole Foods some time ago, I noticed this Customer Comments Wall as I was waiting at the cash register. I was quite impressed by it for a few reasons: The Customer Comments wall included both...
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Godaddy Transfer Domain: A Lesson in Customer Service During a Massive Crisis
Godaddy.com, the controversial domain hosting service – known for its racy and random and inappropriate television commercials – suffered a massive DNS attack today from an anonymous hacker group. In...
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Customer Satisfaction and Website Experience Usability Survey at US Bank
Nothing drives me crazier than a website that doesn’t work. Okay, that was dramatic – it’s one of the things that drives me crazy – among many. Seriously, in this day and age, we have a basic...
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Employee Suggestion Program: The 4 Questions You Need To Ask
This post is part of a series on Employee Suggestion Programs within the context of continuous improvement or lean manufacturing. In previous posts, I covered the following: What is an Employee...
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Facebook Promoted Posts and The Net Promoter Score Survey (NPS)
I recently decided to try my hand at marketing. No, I’m not a marketer – I don’t even claim to profess to know anything at all about the topic. But, I thought I’d give it a shot. I published a little,...
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Customer Experience Management: The Event versus How it Was Handled
Most people that are in the Process Improvement or Continuous Improvement world tend to ignore the qualitative aspects of the customer’s experience. Yes, I put myself in this category also. But,...
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Standardized Work: How My White Board Keeps me On Track
A simple white board that follows the tried and true principle of Standard Work help me a lot. Let me share with you the white board I use at work that helps me remain productive and keeps me focused...
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Customer Experience Management: What Customers Desire to Feel versus What...
There’s a lot that can be said for delivering a wonderful customer experience. Of the many things that can be said, here’s something that many do not understand or even consider as they think of the...
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Customer Service Andon Cord: Jeff Bezos and Customer Experience
Jeff Bezos demonstrates – yet again – what it means to be customer centric. In his Amazon 2012 Letter to Shareholders, he explains one of the main core values at Amazon: Customer Obsession. He does so...
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Standard Work Improves Customer Experience and Helps Decision Making
We know that when there is no standard, there is no Kaizen. But, the benefits of Standard Work does more than that – having standard work can also help us make better decisions, especially when the...
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Improving the Customer Experience: An Interview with Michel Falcon
We’re pleased to have Michel Falcon share with us his thoughts on how to create brands people admire. Michel Falcon is a customer experience management consultant. In other words, he helps...
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Descending into the Mariana Trench and Lessons in Customer Experience
Titanic Director, James Cameron, was recently interviewed on NPR 1 on his descent into the deepest known spot on the earth: The Mariana Trench. The Mariana Trench is 7 miles beneath the surface of the...
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Customer Experience Perspectives: An Interview with Annette Franz Gleneicki
We’re pleased to have Annette Franz Gleneicki share with us her perspective on several questions that keep customer experience professionals up at night. Annette is a widely-known thought leader in...
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Shep Hyken on Customer Service, Customer Experience, and Leadership
The post Shep Hyken on Customer Service, Customer Experience, and Leadership appeared first on shmula. I am very excited to present to you an interview that I conducted with Shep Hyken. He is a...
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Ignore the “Net” in NPS: Manage Promoters and Detractors Independently
The post Ignore the “Net” in NPS: Manage Promoters and Detractors Independently appeared first on shmula. Mobilizing an entire organization to a single number, such is the benefit of the Net Promoter...
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