The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – excuse the boating pun – over the past few months and now have a new challenge to face: becoming a ‘Unique’ company. At the last board meeting, the CEO […]
Following on from last week’s post on Susan and Bill, we explore what happens next in their story. In particular, we’ll look at the risks of being in the “Danger Zone“. EPISODE 2: “Performing Zone” or “Danger Zone”? Susan, Sales Director: “Those Customer Relationship Quality (CRQ) results were incredibly revealing and more than a little […]
The Susan & Bill Trilogy Susan and Bill have relationship problems. When we updated our Customer Relationship Quality (CRQ™) methodology in 2014, we created a storyline around two fictitious characters. The first was Bill, a thoughtful but somewhat introverted Marketing Director. His counterpart was Susan, a more aggressive but low-attention-span Sales Director. They may be fictitious […]
In a previous blog, I wrote that Europeans were more stingy than Americans when it came to customer feedback. Or words to that effect. So do Americans REALLY score more positively than Europeans? Since then, people have been asking if this is REALLY true. In other words, where is the evidence for this claim? Well, yes […]
One of my esteemed colleagues recently sent a draft document to me that had a typo – satisfaction had been spelt with an extra ‘t’, making up a new word ‘statisfaction’. That got me thinking! I have been involved in numerous movements and initiatives to drive customer-focused business improvement for over 25 years – from […]