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: […]
Welcome to my third newsletter covering customer experience and customer-centric business strategy. The four topics this week are: Do happy employees matter to customers? Highlights from my own blog. Notable customer experience items from other sites. Looking forward. View this email online Do happy employees matter to customers? Not much Most people believe employee satisfaction […]
It is obvious to everyone who works on customer experience that happy employees make happy customers. But… is there actually any evidence for this? Not much, though you would not know it at first. This research I am about to report uses a new method to study the relationship between the two, using public data […]
Welcome to my second newsletter covering customer experience and customer-centric business strategy. The four topics this week are: News items and thoughts from the world of strategy and customer experience. Highlights from my own blog. Notable customer experience items from other sites. Looking forward. View this email online Thanks We have had 600 views of […]
This post is about customer-centric cost reduction, an apparent oxymoron. It includes the list of the only 3.5 ways of sustainably cutting costs that exist. Unfortunately, faced with a profitability crisis or a need to find money to invest, most companies want to sort our their P&L first, and worry about keeping customers onside later. […]
