I was chatting yesterday with a friend about his plans for the weekend. He was planning to fly early this morning to Liverpool with his wife and two sons to see a soccer game. The game was to be between his and his sons’ favourite football team – Everton FC and West Brom – two teams in England’s soccer Premiership. And it was a birthday treat for one of his sons – one of those birthday treats that Dads love as well! Some weeks ago he had booked four tickets online in Everton’s family enclosure. To his … Continue reading

Posted on by Brendan

Imagine if you asked your customers what else they would like you to provide that you’re not currently offering. They might suggest things that are crazy, or that would blow your budget, or which are a bad fit, etc. But there’s a finite chance that they will come up with something that you think has merit. Companies can definitely get worthwhile ideas from listening to customers – see yesterday’s post for more on this. And these can include ideas for new products and services that you can offer. So the voice of the customer is important – … Continue reading

Posted on by Brendan

Recently I met with the general manager of a community-based leisure facility who wanted me to find out the satisfaction levels of her customers. We had a good conversation – discussing her needs – and whether I’d be able to help her. In due course she asked for a proposal and then said “Yes” to it – details, pricing, timeframe, deliverables, etc. The final step before giving the project the green light was for her to get approval from the voluntary Board to which she reported. To her disappointment they said “No”. I was curious as to … Continue reading

Posted on by Brendan

Yesterday I came across a report of how a train company in England, First Great Western, had questioned a customer satisfaction survey that reflected negatively on it. The survey, carried out by consumer magazine Which?, said that satisfaction with First Great Western was 48%. First Great Western and others have criticised the survey for not questioning enough passengers. Was this a wise move by First Great Western? When your business or organisation is criticised how do you react? Do you immediately go on the defensive? Do you see it as an opportunity to make improvements? I’d urge … Continue reading

Posted on by Brendan