Picked up my copy of Delivering Happiness by Tony Hsieh today. Don’t know if you know the story of Zappos.com but this is a great read! I really only knew two things about Zappos when I opened up the book.
Think a satisfied customer is all you need? Not hardly. According to a multitude of studies customer satisfaction "is the cost of entry. It will not differentiate the good from the great (Human Sigma, p. 137)." But the question is,
So here’s the question: If people have a tough time following your instructions, if you’re not connecting with your customers, if things just aren’t turning out like they used to, whose responsibility is it? No one says it better than
Catching up on my reading this a.m. I came across Bill Taylor’s first Video blog post for his Game Changers Blog over at Harvard Business Online. A very good start. If you’re not aware of Taylor, he was a co-author
What if you could divide your customers into four categories based on their engagement? Maybe the four categories would be fully engaged, engaged, not engaged, and actively disengaged. And what if you could learn some keys to producing a greater
Think "satisfaction" is enough? Turns out that satisfying your customer is only the entry-level bet, just enough to get you in the game but not enough to keep playing. As we learned in Peak, customer satisfaction is not enough. By