Category: Articles
Writing Tips: How To Become A Consistent, Prolific Writer
Prolific and profit generating author/writer shares his writing strategies One of the challenges for many writers is how to write regularly while maintaining the quality of the writing, and that applies to both article writing, and writing a book. Most…
Never Ending Interviews: Survey Based Research On Customer Behavior and Use of Social Media Often Very Misleading
The really bad news about the “research” that informs us about the value of customer service and consumer behaviour. Q: You’ve commented that you believe the use of surveys in both customer service and social media is causing bad business decisions….
Never Ending Interviews: Shotgun Analysis of Customers Via Big Data As Likely To Mislead As Help
Much of our understanding of customer behavior is based on poor research Q: We hear a lot about “big data” as a tool to help individual companies understand their customers. What do you think? Robert: Companies can certainly access more information about…
Never Ending Interviews: The Three Different Worlds of Customer Service Perceptions — The Twain Shall Never Meet
View from the “top” explains why customer service tends to be so horrible even in 2024. Q: When I read online accounts of both poor and good customer service, I’m amazed at the diversity of views. It’s almost like people come…
Six Learning Points About Customer Experience — A Tale of Two Hotels
A customer speaks out on customer experience Since people vary so much in terms of what they see as positive customer experiences and its not possible to be all things to all people, it’s important to start by defining your…
Common Managerial Mistakes: Confusing Evaluation Forms With Performance Review Process
In most companies, managers are expected to complete forms or otherwise document what occurs during performance review meetings. We’ll explain why this expectation exists. But before we get to that, let’s discuss some issues about performance reviews and forms. Confusion…
