Posts tagged as:

customer experience

The downside of a good decision…

1 comment October 10, 2011

This morning, CNN/Money is reporting that Netflix CEO Reed Hastings has decided to abandon the convoluted plan to separate the DVD from the streaming video aspects of the company — and also to kill the horribly named new business called Qwikster. The market is responding positively — as of this writing, shares in Netflix are [...]

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Who are you trusting to be YOUR sales persons?

September 30, 2011

It was the fund-raising drive for the band at Crothersville Junior and Senior High… We needed new uniforms, and I — as the fifth-chair trumpet player from the seventh grade — wanted to make certain I was “candy sales champion,” to impress both our director and the high school musicians ahead of me. Dashing into [...]

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Do your employees know why YOU are in business?

5 comments September 29, 2011

The hero of this story asked me not to use her name, or that of her business. I will explain the reason later, but suffice it to say where she works is just a small place Tammy or I will go to once every week or two — and where we have always received excellent [...]

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Again, the customer ALWAYS wins…

3 comments September 23, 2011

Two stories in today’s New York Times struck me as bellwether examples of why customers — in the long run — ALWAYS win. And, why it does little good to try to “fight” them, if you are a finance or technology manager. Story one — Leo Apothaker is out, Meg Whitman is in at HP. [...]

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Why so many businesses are in trouble…

4 comments September 21, 2011

OK, I realize I am beating this Netflix thing to death — and I promise to take a break on it — however, a new CNN article has me borderline astounded. And, I want to be VERY clear regarding what I think about Netflix’s CEO Reed Hastings’ decisions. I think he is EXACTLY right that [...]

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Netflix’s fundamental error — looking in, rather than out…

2 comments September 20, 2011

Fast Company reports this morning, “Splitting into two companies ‘was part of the natural progression Netflix has had in place for a long time,’ (according to) Steve Swasey, Netflix vice president of corporate communications.” The article continues, “And indeed, if you read Netflix CEO Reed Hastings’ blog post announcing the split, it becomes clear that [...]

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The Netflix Mistake…

12 comments September 19, 2011

Reed Hastings, CEO of Netflix, sent a fantastic letter to his subscribers yesterday. It said something many of us in business could learn from — his very first line was, “I messed up. I owe everyone an explanation.” When we make mistakes, the best thing we can do is to admit it for our customers. [...]

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Interesting addition on customer service surveys…

1 comment September 18, 2011

Today, following up on the fact I didn’t complete the overly-lengthy survey for the hotel in Fargo referenced in an earlier post, I received this email: Dear Scott, Recently, we sent you an invitation to complete a Guest Satisfaction Survey concerning your stay with us at Ramada Suites Fargo, where you checked out on September [...]

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We need “professional” responsibility as much as “personal”…

3 comments September 16, 2011

Everything from blogs to conferences to television talk shows decry the lack of “personal responsibility.” But, somehow, I’m left with the feeling it doesn’t tell the complete story. The phone in my hotel room started ringing just a bit before 2 AM. Startled, I awoke — immediately worried something might be wrong at home, or [...]

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Are you thinking from the customer’s perspective?

1 comment September 14, 2011

Checking email quickly as I am traveling from Hershey, Pennsylvania to Cedar Rapids, Iowa — not the easiest city pair combination for flights, by the way — I note I have a request from a hotel where I was a guest last week to complete a customer satisfaction survey. As I am always suggesting to [...]

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