We all have great ideas, or work with people who do. How many of them actually go anywhere? Brainstorming is fun, coming up with new ideas is exciting. But to turn that fun and excitement into tangible products or business you need to answer some key questions to frame your idea and give it some [...]
Filed under: Customer Strategy, Uncategorized, Voice of the Customer | Tagged: Idea Structure | Leave a Comment »
Since I have written in the past about Net Promoter Score (NPS) the publishers of this most recent book sent me a copy and it’s about time I posted my review. There has been much criticism of NPS as a single measure of loyalty. With most of the criticism centered around the disbelief that a [...]
Filed under: Customer Focus, Customer Loyalty, Customer Strategy, Net Promoter Score, Uncategorized | 4 Comments »
Many of my blog readers don’t realize I live in San Diego. For those who do, and those that sent emails asking how I am doing, all is fine with me and I’m counting my lucky stars. The fires are burning to the northeast and southeast of my home so I’m thankful that I could [...]
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According to a story from NPR, Wal-Mart doesn’t want it’s online customers calling them so much. So they removed the customer service phone number from their website and want customers to use the online help instead. This sounds a bit like Sprint’s firing of those “pesky” customers who called Customer Service too often. I don’t have [...]
Filed under: Customer Analysis, Customer Service, Uncategorized, Word of Mouth | Leave a Comment »
My new friend Becky Carroll got me excited about blogging, so look out world here we go.
Filed under: Uncategorized | 1 Comment »
