Comments for CUSTOMER U - Where Learning About Customers Never Stops!

Comment on What IS the Starbucks Customer Experience? by Paul Schwartz

Paul Schwartz — Tue, 20 Oct 2009 03:16:15 +0000

Jordan – Thanks for the comment, and sharing the video. It’s interesting how more people in your video focused on the product than the atmosphere. Good quality video…

Comment on What IS the Starbucks Customer Experience? by Jordan

Jordan — Tue, 20 Oct 2009 02:38:39 +0000

Hey thats great your talking about the Starbucks experience, I love Starbucks!

Check out my blog post with a Video I made interviewing customers about their Starbucks experience!

http://idgobackblog.com/starbucks-is-all-about-the-experience/

Keep up the good work!!!

Comment on Why Customer Feedback Fails by Paul Schwartz

Paul Schwartz — Mon, 12 Oct 2009 15:45:10 +0000

Good point Chandan. At the heart of the problem is probably poor design. Companies enjoy the aspect of developing customer feedback tools, but don’t do an equally good job of defining what they will do with the data once they have it.

Comment on Why Customer Feedback Fails by chandanscorner

chandanscorner — Sun, 11 Oct 2009 07:11:55 +0000

The Huge difference btw data collection and implementation shows that companies are not sure what to do with the data. Whether the feedback is good or bad companies are probably not sure what effected the results and why. I see so many tools that address data collection but that seems to be only a part of the problem.

Comment on The Starbucks Customer FEEDBACK Experience by Myka Fujii

Myka Fujii — Wed, 16 Sep 2009 12:43:30 +0000

Actually I love some of Starbucks sandwiches. It goes well with my Iced Latte. The pastries are okay, except they make too many kind which if you notice has similar after taste. I don’t know, maybe a distinct taste? But what the heck? I love starbucks and the branch I visit everyday has lovely employees which never fails to make my perfect coffee

Comment on Giving Senior Executives More Insight from NPS by Paul Schwartz

Paul Schwartz — Thu, 10 Sep 2009 17:34:53 +0000

Thanks Sandra, great to hear you found value from my blogging!

Comment on Giving Senior Executives More Insight from NPS by sandrar

sandrar — Thu, 10 Sep 2009 13:32:19 +0000

Hi! I was surfing and found your blog post… nice! I love your blog. Cheers! Sandra. R.

Comment on The Starbucks Customer FEEDBACK Experience by geral sosbee

geral sosbee — Sun, 09 Aug 2009 18:28:13 +0000

Pls permit this imposition:in the fbi’s campaign to silence me, the thugs enter Starbucks, show a fraudulently obtained court order, and induce your employees to ‘medicate’ my coffee (usually a grand, non-fat, no foam latte); the latest incident occurred at about 9:30 AM, 8-8-09,at Starbucks on the 1500 block of Ed Carey Dr ( South Loop 499 ), Harlingen, Texas. The employee who apparently spiked my coffee was female, 20 ish, and expressed mild fear as she insisted that she both prepare the drink and deliver same to me at the drive through.
The fbi later set off the beep-alarm to notify me that I was poisoned. The drug used against me is probably medroxyprogesteroneacetate. Some of your employees know me, have studied my website (regarding fbi/cia crimes, including false imprisonment, forced suicide, murder and calumny) and have confirmed to me in private that Starbucks honors the court order against me.
On some visits, however, the Starbucks employee allows me to watch the preparation of the coffee, so that that employee can honestly report to the fbi operative that no medication could be secretly planted because I was inspecting every step.
Please advise you employees in Harlingen, Texas, that I should be permitted where possible to inspect the making of the latte, so that Starbucks stops poisoning me. Thank you kindly.geral w. sosbee

Comment on About by Dawn Bell

Dawn Bell — Sun, 26 Jul 2009 04:05:14 +0000

to; HEADS of tech support;; i called in to verizon customer service late in the evening ,i was anxious and wantedto hurry up toget connected ,because obviously i could not doit on my own,and like most customers who do not admit it we all call in expecting you all to have a majic pill or a harry potter wand and to instantly make the problem alright. well that is what i to wanted even though i know better. To try to make a long story a little short ,iam calling about a customer tech.support employee of yours named nimesh. This man was so patient and longsuffering with me. iwas little irritated ,because i wanted that instant majic pill. Nimesh never lost his temper ,he stayed constant and polite even though i was in a hurry .We ended up working on that connection problem for 2 hours i believe. Getting connected and disconnected. Finally ! !!! I made it on and told him that ,he was alright! Thank You Nimesh for outstanding ,customer service to me in my long time of want and need! God Bless.

Comment on Book Review – “Answering the Ultimate Question” by Paul Schwartz

Paul Schwartz — Mon, 06 Jul 2009 18:19:08 +0000

Richard, thanks for the opportunity to review the book and your comment. I agree that any valuable work with respect to customer relationships requires a complete approach, which includes rigorous measurement, and a strong desire to adopt the customers’ point of view. I look forward to following your continued efforts with Net Promoter.