November 15, 2007 | Author: Zack Taylor From Legacy to Loyalty - The Evolution of Outbound Applications If you've ever had your oil changed by one of the 30 minute firms, you're probably familiar with the reminder sticker placed on the windshield indicating when the next oil change should occur – I always liked that. This concept plays off the notion that most people truly appreciate anything that can save them time, reduce the number of decisions they need to make, and simplify their lives in this hectic world we live in. More >> Permalink | Comments (3)
November 01, 2007 | Author: Zack Taylor A familiar thought – but not sure if it’s a good one In the 90's, I was made aware of a bank that became famous for charging its customers to see a teller. National news crews descended upon our city to show people in line with their passbooks demanding a better policy towards their branch operations. It ran in a national TV story under the title, "Bank Fires Its Customers." Emotions ran high as grandmothers were told indirectly they were no longer valued as customers. More >> Permalink | Comments (1)
November 01, 2007 | Author: Zack Taylor A familiar thought – but not sure if it’s a good one In the 90's, I was made aware of a bank that became famous for charging its customers to see a teller. National news crews descended upon our city to show people in line with their passbooks demanding a better policy towards their branch operations. It ran in a national TV story under the title, "Bank Fires Its Customers." Emotions ran high as grandmothers were told indirectly they were no longer valued as customers. More >> Permalink | Comments (1)
Last week, our family took its annual trip to Ohio to visit relatives and attend a series of major and minor league baseball games. My son and I refer to that as a vacation – my wife, well, she is very understanding after 18 years of marriage. More >> Permalink | Comment Now >>
August 21, 2007 | Author: Zack Taylor The Ultimate Question in Action - Part 3 Over the weekend I experienced an "Ultimate Question Moment" in person. In an interesting example of life imitating art...
I was in a social setting with a few other people when a specific subject came up regarding services for elderly parents. No sooner did the subject arise than... More >> Permalink | Comment Now >>
August 08, 2007 | Author: Zack Taylor Fred Reichheld Interview, Part 2 The Ultimate Question: Passive Satisfaction and the Role of Contact CenterOur discussion with Net Promoter Score author Fred Reichheld became very interesting when we decomposed the typical customer base into the three NPS constituencies: A) New Promoters — customer "assets" who are wildly satisfied with a product or service, B) NPS Neutral — those who are passively satisfied and therefore at risk, and C) Net Detractors — unsatisfied customers who actively try to ensure that your business does not succeed. This last group may even categorically represent a term known as "bad profits". More >> Permalink | Comment Now >>
July 31, 2007 | Author: Zack Taylor Fred Reichheld Interview, Part 1 The Ultimate Question: Valuing Your Profit ProfileSometimes, if you're lucky, you get a chance to meet one of your heroes. I recall as a kid going to Firestone Country Club in Akron, Ohio and almost colliding with Jack Nicklaus as he moved between holes at the World Series of Golf. Just the memory of Jack and his caddy, Angelo Argea, walking past me is something I'll never forget. More >> Permalink | Comment Now >>
