Customer Insight

The Fun Theory Applied to Bottle Recyler

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The Fun Theory Applied to Stairs vs Escalators

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Aligning Incentives to Results

A recent Wall Street Journal article by Joann Lublin, Semiannual Bonuses Gain Traction, discusses the pros and cons of what seems to be a growing trend – replacing the annual bonus processes with the establishment and operation of semiannual goals and benefits. The Hay Group found 50 big and medium companies including Home Depot, Cisco […]

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Measuring Customer Satisfaction

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One of my first and probably most memorable encounters with customer satisfaction surveys, methodologies and the like was in 1995. My family and I had just moved from Canada to Texas, and we were in need of a second vehicle that I could drive to work daily. After all, living in Texas means you have […]

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How Do You Measure Customer Satisfaction?

We’ve all gotten the restaurant receipts – we want your feedback – visit this URL, tell us about your experience and you could win $1,000. One prize per week. How do these companies actually use this information? For fun, and to learn more about the potential for impact on my own attitude, I took a […]

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