This post is about customer experience, this time from the vantage point of a client satisfaction survey…specifically law firms client satisfaction surveys. Rees Morrison of Law Department Management asked the question, "Does asking clients to assess the department raise their expectations for the future?" His answer was "Yes." He went on to say that customer… Continue reading Client Expectations and Satisfaction Surveys
Category: Customer Experience
Expectation and Customer Experience
This post has two purposes. The first is to discuss expectation and our overall customer experience as determined by customer service or tech support. Probably that is the experience you are expecting based upon the title. The second, is to test what I have now called, the Mystery of the Technorati Tags. The Technorati Tag… Continue reading Expectation and Customer Experience
Hype, Buzz, Budget, Blogs, and Commodity Products
A great post at Crossroads Dispatches really gets to the heart of why the UpYourBudget blog is a perfect example of great hype but not of a blog as buzz, word of mouth, or business building. She says, speaking as a customer, that "You know you’re a commodity when I have to look for the… Continue reading Hype, Buzz, Budget, Blogs, and Commodity Products
Microsoft Tech Support Rocks!
I just got off a 1 1/2 hour tech support call with Microsoft and I am compelled to report that for the second time in about a month they were awesome. And this has to be in taken in the context of two factors: #1 The fact that in reality, the 1 1/2 were wasted.… Continue reading Microsoft Tech Support Rocks!