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1 18 19 20
  • -- Article --

    New research: Impact on Service from Products & Brand

    After working with several clients in service / support (“contact center”) organizations we’ve been able to assemble some cool new research on the impact of Products & Brand on the…MORE >

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    I wish this was true

    Quick update from my note below about Schwab and the difference between “products” and “customer experience” (see Great products but Bad Experience = DETRACTOR ) A letter arrived in today’s mail (a…MORE >

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    Great products but Bad Experience = DETRACTOR

    I’m completely perplexed. I have been a huge fan of Schwab for many years – great products, even better service, and a no-hassle way of working with their customers. But…MORE >

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    96% Satisfaction == 40% LOSS!

    Everyone seems to be talking about “Customer Satisfaction” in one form or another. The most common is the claim that goes something like, “We can prove that our customers love…MORE >

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    Customer Reference database: Under $20 each!

    I’m so excited by this result that I have to share this selfish plug! We just finished building a customer reference database for one of our clients and I was…MORE >

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    Taleo customers beware?

    I caught this quote from Taleo’s CEO, Michael Gregoire last week, “It’s tough to kill a software company. Usually the only way to put a nail in the coffin is…MORE >

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    SubZero Customer Service – 1; Me – 0

    Thought I’d post a short update on my saga with SubZero. After trying to go through their normal channels I found that SubZero’s Customer Service organization DOES seem to care…MORE >

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    SubZero Stinks

    Yes, it’s true. I’m not happy at all with SubZero. There, I said it. Publicly. Want to know what’s even more interesting? Although I was unhappy with the experience to date, what really got me ticked off…

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    Does “growth” drive prioritization?

    I’ve been writing in various forums about using Net Promoter as a cost-effective growth engine.  Doesn’t every company want to optimize its business to increase growth?  To me this makes…MORE >

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