Monthly Archives: October 2011

Can your market share decline while your customer service scores go through the roof?

Yes, according to Office Depot’s President Kevin Peters, particularly if you are asking the wrong customer service questions: “When I became the leader of Office Depot’s retail stores in the United States, in 2010, the first thing I tried to … Continue reading

Posted in Customer Experience, Customer Insight, Customer Service | Leave a comment

The Netflix Innovator’s Dilemma

I found this NYT article on how Netflix  introduced the Qwikster service based on insufficient or no customer input very instructive.  Please note particularly: “Mr. Hastings said he was not sure whether the plan to split the company had been … Continue reading

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Are your customers telling you white lies?

I found this study on consumers telling white lies by Jennifer Argo and Baba Shiv very thought provoking.  Please note particularly: “Consumers who tell little white lies to avoid confrontation might find themselves rewarding the people who inconvenienced them, according … Continue reading

Posted in Customer Complaint, Customer Feedback, Customer Insight, Customer Service | 1 Comment

Can you bring your store to your customers?

  David Aaker nominated Tesco Homeplus Virtual Subway Store for “coolest digital program”: “Tesco, thanks to a major acquisition in 2008, is a strong retail number two in South Korea behind E-mart. Although still trailing in physical number of stores, … Continue reading

Posted in Customer Acquisition, Customer Experience, Innovation | Leave a comment

Can consumers discover what they want in products and services by designing them?

According to Russ Ackoff: “It is in design that people find what they want. Furthermore, consumer involvement in product/service design almost always gets creative results. Two examples. A group of men designing their ideal men’s store discovered that they did … Continue reading

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Is a customer complaint a gift?

Yes and no: Yes, if the complaint facilitates improving the performance of your “no service is the best service” process by rapidly eliminating the root causes of the complaint and precluding similar complaints. Yes, if the complaint facilitates the education … Continue reading

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Is crafting precise definitions the beginning of wisdom or a folly?

I found Bob Sutton’s note on “Crafting Precise Definitions” very instructive.  Bob particularly features Richard Feynman’s perspective: “We can’t define anything precisely. If we attempt to, we get into that paralysis of thought that comes to philosophers… one saying to … Continue reading

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