by Guest Author | Oct 26, 2015 | Customer Loyalty
Note: This is a guest blog from my friend Adan Ramshaw, Director of Genroe Pty Ltd. in Sydney Australia where he frequently facilitates customer journey map workshops. I have been running customer journey mapping workshops for our clients for many years. In the last...
by Guest Author | Oct 12, 2015 | Customer Loyalty
Note – This guest post by Dennis Gershowitz was originally posted on 10/1/15 on TSIA’s Inside Technology Services
Background About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this poor customer experience;...
by Sam Klaidman | Oct 5, 2015 | Customer Loyalty
When I was learning about customer surveys, I was taught that if you do not plan to take action on what you learn from a question, then don’t ask it—it made sense to me. However, now I believe that many people do not use any of the information obtained from...
by Sam Klaidman | May 19, 2014 | Growth
We recently concluded a service contract design engagement with an established equipment manufacturer who did not yet offer service contracts to their customers. We followed the following process and arrived at a recommendation for a series of focused agreements to...
by Sam Klaidman | Feb 17, 2014 | Customer Loyalty
I have always believed that going directly to your customers (i.e., collecting the voice of the customer) for answers to difficult questions is the only way to get the correct answer quickly. For me, this makes incredible sense. How come people continuously make...
