Why your customer strategy should focus on complaints I was half listening to the news the other day when I heard a story about a couple who were selling their new-build house at less than they paid for it “because it was sh*t”. Apparently, the poor people had got so fed up with the number … Continue reading Time to junk the satisfaction survey
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me to think about your recent experience in the Emergency Department. How likely are you to recommend us to your friends and family if they needed … Continue reading Net Promoter Score – what’s the point?
Obsessing about what’s right obscures the real issue Measuring the "right" things is talked about in almost every company. Unless we agree with what and how something has been measured we howl “this is too subjective” and then refute some of the core findings. The rush to meet the 4th April deadline for UK companies … Continue reading Gender pay gap: a blunt instrument is better than no instrument
I like the occasional beer, and I like brands that position themselves as something a bit different, so it was disappointing to read of the contortions that self-styled punk brewers Brewdog went through when their solicitors asked Birmingham pub The Wolf to change its original name - The Lone Wolf - as it conflicted with … Continue reading Dog days: when brands bite