The capability analysis is a valuable tool for Lean Six Sigma professionals. Every process has performance limits and variables. There is power in understanding those variables and variances that customers will tolerate. It offers a method of understanding these variables or limitations, and aligns them with customer expectations. Understanding the Value of Capability Analysis Understanding […]
These articles show best practices for customer satisfaction surveys, one of the most common instruments for measuring customer experience.
Living the Fantasy Voice of the Customer programs are crucial to the success of your business. The problem is so many think they know exactly what their customers think and feel. You have been in business for 30 years and do things the same way, that’s what your customers want. Are you sure about that? […]
Website Usability Survey Questions from US Bank – these questions are a good addition to our survey question bank. Nothing drives me crazier than a website that doesn’t work. Okay, that was dramatic – it’s one of the things that drives me crazy – among many. Seriously, in this day and age, we have a […]
While at Whole Foods some time ago, I noticed this Customer Comments Wall as I was waiting at the cash register. I saw Whole Foods Customer Comments on the wall! By the way, getting customer feedback at the point of transaction is a great idea. I was quite impressed by it for a few reasons: The […]
Customer Service Rankings for Amazon.com – It’s no secret that Amazon is the most customer-centric company on the planet – that’s clearly their aim and the mantra that Jeff Bezos lives by daily. We know that his approach to innovation and in improving the customer experience is based on Lean principles, such as frequent use […]
The more I try to be aware of all the methods by which to obtain the Voice of the Customer, I’m amazed at the tremendous effort companies are taking and the great lengths they’ll go to learn more about what their customers are thinking and feeling. We know that Twitter conducts Brand surveys now, for […]
Podcast: Play in new window | DownloadThere’s appears to be a massive proliferation of consumer centered companies interested in obtaining feedback from its customers. Almost where ever I purchase something and receive a receipt, there’s an online or a mobile survey link in the receipt. For this article, I want to share my experience with […]