Archive for December, 2010

If Your Numbers Are Boring, You’ve Got the Wrong Numbers

By LizScott - Last updated: Friday, December 3, 2010

I’ve been working the past six months on a re-do of my company’s Client Satisfaction program. The element that is giving us the most trouble is our basic questionnaire: what do we want to know, and how do we want to ask it? This is where I find the development of Client Satisfaction surveys get […]

Incentives for Customer Loyalty

By Steve Bernstein - Last updated: Friday, December 3, 2010

I’ve posted some horror stories about bad service over the years but I really love to be able to focus on the good stuff.  There’s an excellent discussion over at BNet on how best to incent the front-line to drive customer loyalty.  The CEO of Blinds.Com clearly gets it, and has created a company that […]