An interesting article was posted in Hospitality Technology today with a provocative title capturing the current interest in QR codes by Cihan Cobanoglu, Ph.D., CHTP. A nice, brief article claiming the virtues of this type of technology relative to the paper based system employed by many restaurants – but flawed in it’s conclusions hence was compelled [...]
The headline above above is from an Emarketer article from November 10th and lays out the facts in the assessment of business response to customer complaints picked up by social media. The genie is out of the bottle. On the one hand, social media is the proclaimed (self proclaimed?) answer to the marketers prayers – but [...]
When I was a young beardless boy at undergrad school in England, I liked Operations Research. It seemed so logical and less fluff. During those days we learnt about variety – specifically Ross Ashby and his law of Requisite Variety. It states that variety is needed to limit variety – like having grid squares on [...]
No surprises I suppose but the latest study from American Express has a buffet of statistics showing why service matters and how it is so tied to customer defection. Here are a couple that resonate at this time of the year: 64% of customers who have walked out of a store becuase of poor customer [...]
Why customer feedback matters even in flooring or… The Opiniator 6 Laws of Customer Feedback My recent Surfaces 2011 presentation on “How to use customer feedback to improve cash flow” is based on a very simple premise: if you retain your current customer base through the use of actionable customer feedback, your business will make more profit. [...]
ChubbyBrain recently published a new report on Start-up failure, specifically “Analyzing 32 Startup Failure Post-Mortems to Find the 20 Top Reasons that Startups Fail”….and it’s not what you think. The top three reasons are: 3) NOT the right team – important but not top 2) Building a solution looking for a problem The number 1) [...]
The latest study by Mediapost continues to highlight the haphazard ways that businesses treat their future cash-flow – specifically that: Far too many companies do not employ (or employ poorly), customer feedback AND That there still remains a huge reliance on non actionable feedback tools. For further facts and stats on this – see this video [...]
I read with interest a recent social blog post with the title “Social Media – The NEW Customer Comment Card” – you can see John Antonio’s blog here. Whilst I think there are some good points, this is yet another over-hyped claim about the importance of social media. It is not a panacea, nor the mother [...]
Wow article in Stores Brand Decisions last week essentially saying that the only place that matters when it comes to predicting consumer choice is the interaction at the store. Here are some good conclusions: Two-thirds of shoppers decide on their store brands purchases in the store and at the shelf versus traditional CPG product purchases [...]
Survey Fatigue – a big issue, even bigger exposure
Jan 9From USA Today – “As inboxes fill with requests to appraise holiday purchases and trips, it’s prime time for feedback fatigue.” The article is a nice reminder that whilst customer feedback can provide great value, there is a big exposure to the brand if used improperly. Survey fatigue results from over-surveying. When someone who recently [...]
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