by Matt Selbie | May 27, 2018 | Blog, Customer Feedback
Customer Experience is Everything and the Only Measure of Business Health A recent study by PWC, argues that customer experience is everything and the only viable business goal. Check the arresting headline: Customer experience is everything – so get it right...
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...
