We love sharing our customer feedback expertise!
Our Spring 2013 articles serve up fresh
ideas & thinking that you can put to work today.
Trek Bicycle Superstores are an excellent example of how employee personality type trumps employee knowledge when it comes time to explain technical products to retail customers. One of our favorite business leaders, Mike Olson, shows us how his philosophy of selecting the right personalities for the job have propelled Trek Bicycle Superstores to be the most successful Trek dealership chain in the US. More…
Net Promoter is an immensely popular metric, and you should know yours. But after working with NPS and the companies who make use of the number for nearly a decade, our take on when and where to use it as a management tool might surprise you.
More…
Entertainment
Clearview Cinemas CEO Doug Oines knew their plan to bring back service touches not seen since Cinema´s Golden Age would only work if every single employee committed 100%. Here´s how they did it. More…
Medicine
“For Doctors Express, the most important thing is to remember that our patients are customers. This one fact is changing our entire industry. And it means that the doctor must not only be extremely competent, but also know how to treat the patient as a whole person.” More…
Restaurant
“We get this kind of response simply because feedback is important to us. It’s ingrained in our culture. Our managers check the survey comments daily. They post the positive ones in the back room where the other employees are sure see them and celebrate them. It’s just something we love to participate in.”
Retail
“Today we’re this big, multi-brand, multi-channel, global company. But we started as an incredibly local-feeling brand. Keeping that warm connection between our customers and our employees is vital to us.” More…
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