Measuring customer satisfaction is often as unreliable and surprising as election or referendum polls. The downside of believing what people say they will do and their actual actions can have many politicians and business people eating their hats or even their kilts. Mick Jagger’s plaintive cry from over 50 years ago still rings true for…
UKCSI – State Of The Nation Update
Customer satisfaction on the high street seems to be pulling out of the destructive nose dive we’ve seen in the last 4 waves.
The July 2015 results from the UKCSI are out now and as in earlier posts, I’ve trawled the results and here is a summary for you.Uk map UKCSI
The previous two years of decline seems to have now plateaued with the index rising by a meagre 0.2 from this survey wave to 76.2 overall (out of 100). Way down from the heady heights of 78.2 in January 2013.
Indifference or inertia isn’t customer loyalty
After sending an unrecognised 0808 telephone number to voicemail recently I foolishly answered the phone after the third or fourth call. As I suspected, it was my mobile phone network provider who initially claimed they were calling to ‘thank me for my loyalty!’
Sack all the cleaners
Before we start let me just clarify that I’m not about to call for the wholesales removal of cleaners from their current employment. Nothing of the sort. But I do want to talk about empowerment and ownership in relation to … Continue reading →
You can’t manage from the board room or the balance sheet alone
I like watching Under Cover Boss because apart from it being interesting on many levels, it never fails to highlight how businesses cannot be run solely from either the balance sheet alone or from the ivory towers of a head office, despite claims of the best management reporting and a transparent, open and communicative culture.
Cut Your Cognitive Load to Improve The Customer Experience
One of the more recent books I’ve read this year is the excellent ‘Scaling up Excellence’ with the very apt subtitle of ‘Getting to more without settling for less. As a very brief overview, the book details the work and research of Professors Robert Sutton and Huggy Rao of Stanford University in trying to understand the basic principles that allow organisations to scale successfully.
Is ‘Easy’ The New Driver of Customer Loyalty?
Customers that get ‘easy to do business with’ types of experiences are significantly more likely to return than those that don’t. Sounds common sense doesn’t it and yet some businesses seems to go out of their way to do the opposite.
