Price gouging – a particularly insidious move The New York Attorney General has launched an investigation into Mylan Pharmaceuticals, the maker of EpiPens. An EpiPen is used to provide life-saving injections to people in anaphylactic shock, due to allergies. The reason for the investigation is that Mylan have had a monopoly on the product and […]
Welcome to my sixth newsletter covering customer experience and customer-centric business strategy. The four topics this week are: Latest posts, other thoughts Highlights from my own blog. Notable customer experience items from other sites. Looking forward View this email online Valentine’s Day blog post Tuesday was Valentine’s day, so my thoughts turned to love… Of […]
It was Valentine’s Day, and I was puzzled by the results of some HP customer experience research a few years ago. The data source and volume were impeccable. However, the results seemed to prove something that differed from everything that I had learned about customer improvement work. Putting the data and the date together let […]
Welcome to my fifth newsletter covering customer experience and customer-centric business strategy. The four topics this week are: Reactions to latest posts, other thoughts Highlights from my own blog. Notable customer experience items from other sites. Looking forward View this email online The post about employee and customer satisfaction is still popular My post on […]
When your employees are measured individually on the results of surveys, ‘gaming the results’ is common and easy. What follows may seem a bit cynical, but has its basis in reality. If you are measured on survey results and want to manipulate them, here is how: How to game transactional surveys: First ensure the person […]
Behavioral economics is a relatively new field. It combines economic and psychological theory and reaches new conclusions. Economic theory holds that people always behave rationally, optimizing their financial and other outcomes in a totally predictable way. (I have always found this theory odd, even when I studied economics. It was never clear to me that […]
Welcome to my fourth newsletter covering customer experience and customer-centric business strategy. The four topics this week are: Reactions to latest posts, other thoughts Highlights from my own blog Notable customer experience items from other sites Looking forward View this email online More reactions to posts about employee and customer satisfaction I have to admit […]
Edited by Maurice FitzGerald – Drawing by Peter FitzGerald There are too many surveys in the world. Be selective. You don’t have unlimited resources. Nor do your customers. Don’t waste their time or yours. Here are some considerations that should help. Don’t ask what you already know You will use your customer database to determine […]
Edited by Maurice FitzGerald – Drawing by Peter FitzGerald Deeper dive into ACSI and Glassdoor data Following on from last week’s post on the relationship between employee and customer satisfaction, I am now going to provide four different cuts of data, at least one of which should be a major surprise. The four cuts are: […]
