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Blogging to help companies improve their customer experience through great research and training..

What are your customer surveys not telling you?

Cary Davey - Friday, June 23, 2017

For some of us, to plumb the depths of the human mind and to dissect what people are really thinking is incredibly rewarding. For others, like those who work in marketing or research, who are trying to work out what their customers think of them, it can be a thorn in their side.

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Grumpy, Happy, Sleepy or Bashful?

Cary Davey - Friday, June 09, 2017

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Why putting the “pen in the other hand” improves customer service

Malcolm Pitcher - Wednesday, January 14, 2015

“Sign here” says the official on the other side of the counter. You reach for your pen and duly sign your name. Read More...

Why customer satisfaction bonuses can become an obsession that damages brands

Malcolm Pitcher - Wednesday, January 14, 2015

Bill Gates was once a man so obsessed with computers that he developed a personal PC operating system that changed the world of computing forever. He is now a man obsessed with giving away his fortune to help the world’s poor and needy.  Read More...

How to be given a ‘Len Goodman moment’ by your customers

Malcolm Pitcher - Wednesday, January 14, 2015

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Oh gosh! A return to vinyl seats and rubber mats

Malcolm Pitcher - Wednesday, January 14, 2015

 
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How the right calculations can prevent interplanetary disaster… and also give you the scores that you weren't expecting!

Malcolm Pitcher - Wednesday, January 14, 2015

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How to make sure your processes are YUMMY not CRUMMY

Malcolm Pitcher - Wednesday, January 14, 2015


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Latest Article

 

23 Jun

2017

For some of us, to plumb the depths of the human mind and to dissect what people are really thinking is incredibly rewarding. For others, like those who work in marketing or research, who are trying to work out what their customers think of them, it can be a thorn in their side.

  Read >

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