There’s quite a bit in this week’s cavalcade of customer fun that relates to healthcare and queuing so it seems entirely appropriate to dust off a jazz-rock-fusion classic from my vinyl collection for this week’s photo. Meanwhile, some of the recent sagas come to a close (and some don’t) and everybody seems to want my feedback.
Albert Einstein is credited – perhaps inaccurately – with the saying ‘The definition of insanity is doing the same thing over and over again, but expecting different results’ and this received wisdom inhibits us, I think, from trying something the same, albeit with a different twist.
When I set up this site I was initially unsure whether
I’ve spent a large chunk of the holiday season reading the papers and they’re chock full of articles looking back at 2008 and looking forward to 2009. Depending on how grouchy I’m feeling it’s either a neat bit of recycling or plain lazy journalism. Whatever, this year I’m not going to be left out and so I’m proud to present the first annual Open Chord Awards for superior customer service.
Driving down the A1 from a holiday in Yorkshire the other week we were in need of a coffee so pulled in at Grantham North service area. Years of UK driving have lowered my expectations of service stations considerably but Sunday afternoon at Grantham North set the bar even lower. However, this is a superior service post so read on…
To round off last week’s series on feedback here’s a story from my recent experience with the BBC. Prompted by a discussion on Ecademy about the new series of Dragon’s Den I realised I had been really annoyed by the trailer.
I’m a fan of most business programmes, particularly the ones we can watch as a family – my 11-year old son has been addicted to both Dragon’s Den and The Apprentice – but I get more than a bit irritated when the “showbiz” aspects of the programmes overshadow the business content.
I can’t hear the expression ‘the gift of feedback’ without hearing a slightly sarcastic tone of voice probably because I have heard it used in that fashion to refer to feedback that’s un-diplomatic, too blunt or just plain rude. However, for any organisation committed to superior customer service, encouraging and dealing effectively with feedback is one of the most powerful things to drive improvement. I’m continuing to provide feedback to organisations that I deal with and will share the best examples on this blog. Here’s one that illustrates some good practice.
Customer surveys are a brilliant idea, no? No, not always. When you try to measure superior service and the emotional connection a customer has with you or your product, it can be difficult to get data that really helps pinpoint where and how to improve. In this article I will highlight some pitfalls in satisfaction surveys and measures and suggest some simpler approaches to measurement that will help drive the right kind of change.