Tags » Customer Satisfaction

Kano Model and Survey Discussion at the Tampa Bay Agile Meetup

I delivered a presentation to the Tampa Bay Agile Meetup Group the other night regarding the Voice of the Customer along with two models and two elicitation techniques.   1,115 more words



Everybody knows that Rolls Royce sets the standard for high quality and luxury when it comes to automobiles. But, does it really? There are things that a Rolls Royce just can’t do. 680 more words

Customer Satisfaction

What Works in B2B Marketing and Social Media

B2B Marketing annually produces a Social Media Benchmarking Report. This report is written in association with Circle Research; and it is designed to provide insight into social media trends and activities in B2B organizations. 11 more words

Social And Digital Media

Five Service Technology Things I'm Thankful for This Year

Here we are at the holiday season once again. When I was a kid, it seemed that Thanksgiving and Christmas were always a million miles away, but as I get older, time accelerates, and it feels like I just put the tree and decorations away a few weeks ago. 768 more words


Lowering Customer Defections Increases Profits

In the early nineties, a classic article was published in the Harvard Business Review, called “Zero Defections: Quality Comes to Services,” that quantified the value of increased customer retention (or, as they referred to it in the article, “decreased customer defection”). 284 more words

Tenant Service

“Always/Never List” Helps Codify Service Standards

Two of the most important components of any service quality strategy are:

  1. Having a well-defined and consistent set of service standards in place
  2. Effectively communicating those standards throughout the organization…
  3. 304 more words
Tenant Service