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Review of The Ultimate Question 2.0

The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld My rating: 5 of 5 stars NPS – opinions vary as to whether it’s the “best” way of measuring your customer engagement. The problem is that the industry is looking for a measurement that works […]

Creating a great customer experience at Hawaiian Airlines

I ran across this great article on creating an outstanding customer experience at Hawaiian Airlines:  http://blogs.hbr.org/cs/2011/11/to_win_customers_get_out_of_th.html I particularly like his three requirements to maintain an unbeatable customer experience: 1) Get very close to their customer; 2) Benchmark against itself on a consistent basis, and 3) Empower employees to address the unexpected. #1 and #2 are […]

How Clear Are Your Instructions?

Have you ever eaten a frozen lunch by Michelina’s? These are inexpensive meals for a quick lunch. To heat it, you open the lid and put it in the microwave. After it has run for 2-3 minutes, stir it and put it back in. But for how long? The cooking directions are on the bottom […]

Get out of here!

How often do you visit with customers?  Do you do quarterly visits?  Monthly trips? Clearly, the answer will vary across different types of businesses.  A restauranteur can visit sites daily, and really should do it at least weekly.  A designer of nuclear plants probably can’t visit as often.  But the primary question is:  are you […]