Airline satisfaction headlines and data do not match. My compliments to Tordoffs. Welcome to the 57th edition of my customer strategy newsletter. The five topics this week are: Poor reporting of latest ACSI airline satisfaction results My compliments to Tordoffs for how they handled my problem Latest blog posts Notable items from other sites – 4 […]
Such a contrast I was looking out my office window near Charles de Gaulle airport in 1982. The phone rang just as I was watching Concorde take off on its daily flight to New York. In hindsight, the contrast was complete. The roar of the afterburners was the symbol of no-expense-spared extravagance. The phone call […]
Facebook employee and customer satisfaction continue to be opposites. Recommending the place where you live? All vodkas are identical! More. Welcome to the 55th edition of my customer strategy newsletter. The five topics this week are: Facebook employee and customer satisfaction continue to be opposites Recommending the place where you live? Latest blog posts Notable items from […]
This is not a stupid question! Last week I had the pleasure of speaking to an LA-based reader and head of customer experience for a very large company. He was one of the early readers of our book Net Promoter – Implement the System. He has a great understanding of the different types of customer research. […]
Useful new free source of NPS competitive benchmarks? Where should Customer Experience report? Welcome to the 53rd edition of my customer strategy newsletter. The five topics this week are: Possibly useful free source of competitive NPS competitive benchmarks Discussions about who is responsible for customer experience Latest blog posts Notable items from other sites – Customer […]
As many of you know, public competitive NPS benchmarks are exceedingly rare. The only large-scale public customer satisfaction data I know of is the American Customer Satisfaction Index. So… the question I asked myself is whether it would be better than nothing to design a method of converting an ACSI score into an NPS number. […]
Welcome to the 52nd edition of my customer strategy newsletter. The five topics this week are: Short answer to a question about the economics of loyalty Reactions to articles on the non-relationship between employee and customer satisfaction Latest blog posts Notable items from other sites – AI analysis of airline satisfaction Looking forward Short answer to […]
Regular readers will know that I am not a fan of cost benchmarking. The reason is simple. I think it is almost always misused, sometimes producing disastrous results. The primary reason for the misuse is clear: the belief that lower costs are always better. New examples all the time Bad implementations are common. I have […]
My research this month and a year ago has established that there is little or no relationship between employee and customer satisfaction. The full article with the latest results is here. Like last time, the research has shown that there are some companies that combine the best and the worst. I have identified the companies […]
As explained in my last article here, I have completed my second annual study of the relationship between employee and customer satisfaction for large US companies that sell to consumers. The results confirmed my conclusion that there is almost no relationship between the two for most businesses. The study also allowed me to understand which […]
