Archive for 'Customer Satisfaction Measurement'

Exceeding Expectations for 35 Years!

Posted on 22. Jan, 2013 by .

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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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The Commoditization of Satisfaction – Part 2

Posted on 12. Aug, 2012 by .

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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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The Commoditization of Satisfaction – Part 1

Posted on 17. Jun, 2012 by .

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I’m pleased that I and my consulting firm, Marketing Metrics participated in the very early development of customer satisfaction measurement.  I’m also pleased that my three books on the topic (Aftermarketing -1992 & 1995, Improving Your Measurement of Customer Satisfaction – 2001, and Customer Satisfaction Measurement Simplified – 2002) stayed relevant and in print for [...]

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