Great Service Delivery
‘Great Service Delivery’ Transcript 00:00:06:24 Hi everyone! My name is Ben Hart. I am a consultant for Lean Consulting
What Brian the taxi driver can teach us about customer experience
How important is customer service to your company? I have been working out in Dublin since early December last year. This means lots of trips to and from the airport. It also means lots and lots of taxis.
How likely are you to recommend NPS to your friends and family?
How important is the Net Promoter Score? I remember having a conversation a few years ago with a senior manager of a telecommunications company who declared “our happiest customer is the one who has a fault and then rings us” I challenged this at the time, “surely a happier customer...
Here are the results of every Customer Satisfaction survey ever.
If you’re thinking of implementing some Customer Surveys, I’m going to save you some time… Here are the results of every single Customer Satisfaction survey ever completed:
Are most complaints a result of multiple failures?
Think about the last time you actually made a complaint with a company. Why did you complain? Chances are – it wasn’t because of a single failure.
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