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Is this another comment on United Airlines’ poor handling of overbooked flight 3411 on Sunday, April 9? Sorry, but yes. As an observer of the customer experience; and as an occasional critic of United’s policies and practices; and having mentioned the ‘Dave Carroll story’ previously (click here for Carroll’s “United Breaks Guitars”), I couldn’t help [...]
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The Affordable Care Act’s website has needed more than one pardon from President Obama this week. As internet-driven commerce has become a more important channel to all businesses, the design and build of websites has taken on critical importance. And, when an enterprise’s primary channel is its website, the build becomes absolutely critical. As the [...]
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In my last post I described the fervor with which the European Union is cracking down on the ‘observation’ of consumers by organizations who are building profiles of consumers’ behavior, browsing habits and shopping routines – both online and off. New, proposed legislation, the Union’s General Data Protection Regulation, aims to limit some activities and [...]
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While US citizens and companies are awakening to the spectrum of new opportunities available to them by relationships developed through internet-based marketing programs and social media portals, in contrast, the EU is considering relatively severe restraints for companies and vendors operating through the internet. It’s a continuation of the EU’s strong stand for personal privacy [...]
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I’m always intrigued when I read such banners posted in the windows of businesses… When a business changes hands, one would generally expect the new owner(s) to have invested in the business because of the business’s profitable performance and its assets. One very compelling asset of an ongoing business is its following of loyal customers [...]
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With Mother’s Day coming this Sunday, and many of us struggling to find just the right gift, Groupon offers the results of a timely survey. Groupon reports: Most mothers want to be surprised with their present; But, Moms would rather get no present at all than deal with a bad one; And, unfortunately, you may [...]
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So the sign read on the craftsman’s truck. Wow, I thought, that’s quite a claim! After all, expectations can be a ‘moving target’. To make this very point, my good friend, Rob Dandrade, used to tell a story at customer satisfaction conferences (addressing the question of which is the best supra-ordinate dependent variable for the [...]
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In legal circles “tampering with evidence” is strictly taboo…it’s grounds for serious penalties. But in the world of managing customers’ experiences, managing evidence is often not only desirable, it may be a tool necessary for survival! How Perceptive Are Customers? Most customers fail to recognize the quality built into a product or the efforts extended [...]
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Confirmed Costco shoppers appear to enjoy their shopping experiences at the big-box retailer. Despite the less than luxurious facilities, larger than desirable multi-packs, membership fee, and frustratingly long checkout lines, Costco rises to the top in just about every national Net Promoter Score listing or customer satisfaction ranking. At first glance it may seem strange [...]
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In my last entry I observed how the ubiquity of satisfaction monitoring programs appears to be undermining the authenticity of this very important customer-listening tool. I identified many of the foibles of current methodology. It seems only fair to revisit the topic, this time with eight constructive suggestions. 1. Create an Action Plan: No customer [...]
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About Terry Vavra
Terry Vavra is a world-acknowledged expert in customer retention strategies, having authored (or co-authored) three groundbreaking books.
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