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Customer Experience Management

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The Platinum Rule of Service

Years ago I attended a seminar where a consultant introduced the audience to the concept of The Platinum Rule. Most of us are familiar with the Golden Rule and many people strive to live by it:

"Do unto others as you would have
them do unto you."

Dr. Alessandra introduced us to the concept of The Platinum Rule

"Do unto others as they would have
you do unto them."

"Treat others how you want to be treated" has been endorsed by all the great world religions. Jesus and Confucius used it to summarize their ethical teachings. The Golden rule teaches consistency and fairness between people.

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Tidbit of the month

I found the following text interesting:"Organizations who have used Social Network Analysis have reported that they discovered hidden assets that were playing key roles in their team, found individuals viewed as key players that were surprisingly isolated, identified anonymous workers that held powerful influences, and discovered workers who were gatekeepers rather than information sharers."

Relative to customer feedback, Social network analysis is an underated field of study. Which is one reason for this Squidoo page.

Great Stuff on Amazon

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Are you keeping your customers?

Most companies spend huge amounts of their budgets to attract new customers to their business, while neglecting and then losing existing customers. Although new customers are always nice, it's not new customers that bring in continuous revenues, its existing customers. Are you investing enough in keeping the customer base you have? Do you understand the benefits of using customer phone surveys to keep customers?

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The Art of Bragging

I bet you never though bragging would play a vital part in customer satisfaction. But it does. Because you want your customers to brag about you of course! How do you get them to do that? Well, you have to know what they like talking about, and give them something to put in their mouths. It's not rocket science.

A test of my ability to figure out what YOU want, is to hear from you.

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Blog Posts from Google

ForeSee Testifies Before Congress About the Importance of Customer Satisfaction
ForeSee is a customer experience analytics firm that continuously measures customer satisfaction and...
National Customer Satisfaction Index (NCSI-UK) Results from CFI Group
LONDON, May 30, 2012 (BUSINESS WIRE) -- Customer satisfaction at the national level grew just 0.1% in...
Mercedes Benz drivers are most satisfied: JD Power and Associates
It is their contention that Mercedes Benz A Class, C Class and E Class were winners while their drivers...
Virtela Wins 2012 Industry Award For Best Customer Satisfaction Of The Year
Overall, 94% of customer satisfaction survey respondents in 2011 were highly satisfied or satisfied with...
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Some of my good links

Customer Satisfaction Surveys
Mindshare knows what your customers need after a week of work. Do you?

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I guess Squidoo is giving away free tips.

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by

Richyd

I like business. graduate of BYU and then Northwestern, family man, speaker, author.  You get the idea...

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