Last week my wife and I went out for a meal one evening – we don’t do it too often but our daughter was heading off on a 3-week holiday and had offered to stay home that night to mind her younger brothers while she packed. We strolled the streets of Kilkenny – a small city in the South East of Ireland where we live – wondering what restaurant we’d go to. Fortunately one of the benefits of a recession is that there is no need to make reservations mid-week! Anyway, we stopped outside one restaurant and … Continue reading

Posted on by Brendan

I was designing an online customer satisfaction survey recently for a client – and I had included a question asking my client’s customers how they thought my client could improve. It’s a common question to ask in such surveys. Though its form can differ, its core purpose is always the same – to learn what can be done to improve the customer’s experience. When I design a survey I always go over it with clients to get their reaction – they may have valid suggestions to make that improve the survey. When this particular client and I … Continue reading

Posted on by Brendan

In mid-June my wife called her bank’s credit card services. The credit card was about to expire and the replacement had failed to arrive. We were about to leave on holidays for two weeks and she wanted to see if she could get the replacement before we set off. She waited impatiently on hold for 15 minutes before getting to talk to a human being. During that 15 minutes was she told where she was in the queue? No. Was she told what the typical expected hold-time was? No. She just got to listen over and over … Continue reading

Posted on by Brendan