Member Since: 23rd Apr 2009
Managing Partner CRC
My discussion replies
26th Jan 2016
Dear Maggie, In my business we've always found that splitting it into four separate questions - if you can - makes it better. We ask about the physical, intellectual, emotional and time effort required. It's not like NPS, or even traditional CES, ("just one question,") but the quality of information is GREAT!
21st Jan 2016
So many Rob, that I've even put together a free booklet for my clients with about 600 quotes. But some of my favourites (apart from all the common "Gandhi/Walton/Tom Peters" ones) are:
If we don't take care of our customers, someone else sure will.
Customer complaints are the lessons in the School of Hard Knocks.
Our customers should have no reason to do business with our competitors. No reason at all.
No customer can be worse than no customer.
Customers aren’t the most important thing in life, but they are reasonably close to oxygen on the "gotta have it" scale. (Adapted from Zig Ziglar.)
Wayne Calloway Chief Executive of Pepsi, once remarked, “If it ain’t broke, fix it anyway!” Good advice.
“A man who wants to lead the orchestra must turn his back on the crowd.” In customer care, you simply cannot have a need to always be the centre of attention.