Fascinating example of unforeseen outcomes from actions based on customer surveying. See “Phil’s Take” near the end. –sk Walmart’s $1.85 billon dollar mistake http://dailyartifacts.com/walmarts-185-billon-dollar-mistake [Article facts ('artifacts') from *digital* business news - as read and summarized by Phil Terry, founder of The Councils (http://cgcouncils.com)] – $1.85 billon dollar customer experience mistake made by Walmart [...]
Forrester’s comprehensive evaluation of the customer experience at over 150 companies includes some major recommendations which coincidentally overlap with services provided by OnProcess Technology in Ashland MA.
Link to original article Published on InfoWorld (http://www.infoworld.com) Held hostage by service calls By Christina Wood Created 2010-11-12 03:00AM The last time I needed an at-home service call, I thought, “Does this company think we’re living in the 1950s? Who can be at home from 8 a.m. to 1 p.m. on a Tuesday just because they bought [...]