by Matt Selbie | Sep 20, 2019 | Blog
Unfortunately, a smile, “thank you” and even a nice tip aren’t enough to guarantee customer satisfaction these days. Some people are simply too busy to leave feedback, or not interested in doing so. Why should they give you their key takeaways? So how do you know how...
by Matt Selbie | Jan 6, 2019 | Blog, Retail
The Perils and Rewards of Poor Customer Experience at the Bank We have highlighted before the downside of negative customer experiences. We also suggest that there is nothing more important than providing a great experience. In retail banking, these negative...
by Matt Selbie | Mar 21, 2018 | Blog
Customer Dissatisfaction – How Do We Know? Business owners and uncertain managers have a dangerous false confidence. Specifically, they are guilty of thinking they KNOW customer satisfaction levels without supporting evidence. Researchers in a new study at the...
by Matt Selbie | Mar 6, 2018 | Blog, Social Media
Hotel Guest Feedback – Critical but Mismanaged In this case, the guilty party seems to be the hotel Industry. Even though there is a buffet of online hotel customer feedback via TripAdvisor and Yelp – it seems that managers do not care. Maybe it is like an...
by Matt Selbie | Feb 22, 2018 | Blog
Lies, Damn Lies, and Customer Service Statistics In ancient times they had no Customer Service Statistics so they had to fall back on lies. Sometimes though, the numbers are the story. So here are a few that will make you think: A 5% reduction in the customer...
