by Bhaskar Banerjee & Steve Kirstein, OnProcess Technology, Inc. The higher bandwidth and higher speed that are now available to Cable/Broadband and Telecom companies is allowing them to create many interesting products for what is quickly becoming a “connected” or “smart” home. While home security and monitoring are initial offerings in this context, the [...]
HBR Article: Beating the Market with Customer Satisfaction
October 6, 2010 By 1 Comment
Even though this article is about three years old, I found it interesting in its linking of Customer Satisfaction to tangible financial outcomes – something we are constantly impressing upon our clients and prospects. –SK Beating the Market with Customer Satisfaction by Christopher W. Hart If you’re looking to boost customer satisfaction, one of the most [...]
No Easy Answers to Excellence?
December 9, 2009 By Leave a Comment
(a.k.a., Real Solutions vs. Point Solutions) There’s an old saying; “When you sell hammers, every problem is a nail”. There are companies who will make phone calls for you. There are companies who have machines that will make automated phone calls for you. They’ll read what you tell them to say, until you tell them [...]
Article: Cable Improved J.D. Power TV Scores — But the Competition Did, Too
October 9, 2009 By Leave a Comment
http://www.multichannel.com/blog/BIT_RATE/23687-Cable_Improved_J_D_Power_TV_Scores_But_the_Competition_Did_Too.php Original article by Todd Spangler If you only glanced at the headline from the 2009 J.D. Power and Associates TV service satisfaction survey (see Satellite, Telcos Beat Cable On TV Satisfaction: J.D. Power) you may have missed a key point: Cable customers are happier than they were a year ago. In fact, cable operators [...]
Article: Completely Satisfied
July 1, 2009 By Leave a Comment
This article describes the beneficial effects of having a continuous, measureable, proactive outreach program to assess satisfaction and enable quick escalations. While I could openly question the concept of “Completely Satisfied” (I mean, are we EVER completely satisfied?), it does show the beneficial effects of such a program not only to the end user but [...]
Proactive Customer Education: Positive Impact on Recommender Ratings
May 8, 2009 By Leave a Comment
How do you increase the likelihood of your customers recommending your company’s products or services to others? Proactively educating your customers on the features and benefits of your products and services is one way. Our research shows that while you are interacting with your customers, providing proactive education at key customer touchpoints, like immediately following [...]
Facts & Figures: 2008 UK Customer Care Survey
March 30, 2009 By Leave a Comment
http://measuring-satisfaction.com/2009/03/27/facts-figures/ Here’s a nice summary of a recent Customer Care Survey (in the UK, but I suspect not much different here in the US), touching several of our larger vertical markets. One Big takeaway: When it takes many multiple contacts to resolve problems, it contributes exponentially to dissatisfaction. Could a more proactive, educative approach to customer [...]
Article / Study: Turning Customer Pain Into Customer Gain
March 23, 2009 By Leave a Comment
A recent article in Forbes.com by Donovan Neale-May of the CMO Council is quite germane to our business and that of our most of our clients. Frequent (or even occasional) visitors to this blog will see a familiar theme, i.e.: Making sure that even in an economic downturn, you take good care of your customers! [...]
360° Visibility: Why Failures Are Important
November 11, 2008 By Leave a Comment
Focusing on just return rates is not enough to ensure a successful Asset Retrieval program – in order to provide continuous improvement, you must have complete visibility into failures as well as successes.
Asset Retrieval is Critical in This Difficult Economy
October 15, 2008 By Leave a Comment
With lending and borrowing tighter, if in fact not available, companies will have to find ways to limit Capital Expenditures without hurting their operations or customer relations. As self-serving as it may be for us to mention, a well-run Asset Retrieval program can make a huge impact on operating expenses and reduction of Cap Ex. If [...]
