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Stuffing the Social Media Ballot Box
As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. I am always amazed at the wide variability in service; some stellar some catastrophically poor. As such, I...
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The ROI on Kindness
“May your children die a horrible death!” screamed the disheveled passenger at the TSA agent at Chicago O’Hare airport last week. I guess he was upset that he could not go down the TSA PreCheck line,...
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Putting it to the test: “If everything else is equal, customers buy on price”
When everything else is equal, most customers opt for the product with the lowest price. If you want to charge more for a product or service, make sure everything else isn’t equal between you and your...
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Stop Selling Me What I Don’t Want!
Every six weeks I make a trip from one of the London airports to a German city to visit our clients. Due to the location of the nearest airport and the time of the flights, I have been using one of...
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What is the Purpose of Customer Satisfaction Surveys Anyway?
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no...
View ArticleHooked on Bad Profits…All the Way to the Slaughterhouse
I’m a big fan of Fred Reichheld. I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. Yet, on many...
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