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Customer Satisfaction Archives - Lean Consulting

What Brian the taxi driver can teach us about customer experience

What Brian the taxi driver can teach us about customer experience

By Customer experience, Customer Satisfaction, Customer Service, Improvement, Value Adding Activity
 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. 

We met Brian one Friday afternoon when we booked a car to take us to the airport to fly home for the weekend and he happened to pick up the job.

Right off the bat, Brian was personable and friendly, really cheerful (which honestly isn’t a given where cabbies are concerned), and his car was immaculate (again, not a given). Brian dropped us off and that was that. 

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How likely are you to recommend NPS to your friends and family?

By Customer experience, Customer Satisfaction, NPS
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 is one who doesn’t have a fault”…… apparently, I was wrong, because the Net Promoter Score (NPS) told him this..

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