Tags » Voice Of The Customer

I’m in Love with my Car (Workforce)

Tonight I’m headed to my local Acura dealer to begin exploring a replacement for my 2008 TSX. I love the car, but as it nears 150,000 miles, I don’t want to push my luck on longevity. 282 more words

Report: State of Employee Engagement Activities, 2014

We just published a Temkin Group report, State of Employee Engagement Activities, 2014. This is the second year that we’ve benchmarked the employee engagement efforts within large organizations. 204 more words

Customer Experience

Deconstructing Deming VI - Institute training on the job

6. Institute training on the job.

Point 6 of Deming’s 14 Points. I think it was this point that made me realise that everybody projects their own anxieties onto Deming’s writings and finds what they want to find there. 1,289 more words

Operational Excellence

Should We All Start Recording Problematic Customer Service Calls?

Earlier this week on UseABull.org we posted about the horrible Comcast customer service call making the rounds online: “Customer Retention Gone Wrong at Comcast… 244 more words


How to avail DFSS Certification

DFSS or Design for Six Sigma, available in various forms, is an innovative methodology which looks for sequence techniques and proper tools used to design more value in new product development. 360 more words

How NOT to do Customer Retention

Customer retention is critical to the success of most companies, but especially service providers who depend on customers paying them over a long period. Retaining customers is best achieved by providing an excellent experience for those you serve. 84 more words

Customer Retention Gone Wrong at Comcast

Churn is expensive: companies don’t want you to leave. But sometimes a simple request to cancel service can turn into a customer experience hijacking scenario. When you’re dealing with telecom, the lowest-ranked industry in customer experience ratings from both… 262 more words