Archive | metrics

Five Steps to Walking the Customer Experience Talk

Companies want to deliver an incredible customer experience.They also want to turn a profit, increase market share, and engage their employees. If those goals don’t seem surprising, it’s because they shouldn’t be. Forrester’s latest Customer Experience Index report finds companies that outperform their peers in customer experience are likely to turn customers into repeat customers, and repeat customers…

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WHIRL: Bad Is Stronger Than Good

What Have I Read Lately (WHIRL)? I’ve just read the 48-page survey article entitled ‘Bad Is Stronger Than Good’: The greater power of bad events over good ones is found in everyday events, major life events, close relationship outcomes, social network patterns, interpersonal interactions, and learning processes. Bad emotions, bad parents, and bad feedback have…

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Tabulating Taboos

What percentage of people wash their hands after going to the restroom? This is a difficult question to answer accurately. Surveys are unreliable because people are not likely to be truthful about behavior that is considered socially unacceptable.  Surveys underreport the true percentage. Even if it is difficult, estimating the percentage of people who engage…

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Persuading People to Keep Appointments

Have you ever made dinner reservations at multiple restaurants and then forgotten to cancel the ones that you didn’t use? While multiple reservations might be convenient for diners, no-shows cost restaurants thousands of dollars per month.  The most common way to reduce these losses is to take customers’ credit card information at the time of…

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