Rodent Regatta

75 painful questions about your customer satisfaction: ”Customer satisfaction is not something that you achieve then tick it off on your ’things to do’ list, it is about continuous improvement throughout the whole organization. But in today’s quest for highly advanced up to the minute customer service, some of the fundamentals appear to be brushed aside. Fundamentals such as what the customer actually wants, for example. Perhaps it is time to go back to basics. To actually ask the consumer instead of taking answers for granted. Do they want high-tech, electronically run call centres that reduce costs and cut queuing time or would they rather wait for longer in order to hear a human voice? Do customers want to see facts or product advertising (or both!) on your web site?” [From the Desktop of Dane Carlson]