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It Really DOES Pay to Schmooze

One of my all-time favorite TV commercials is the classic 1990 United Airlines spot that shows a manager distributing plane tickets to the sales staff so they can visit their customers in person. This was filmed in the days […]

By |January 26th, 2011|

Customer Satisfaction: Time is Precious

Today, there is a big emphasis on productivity in sales and customer service. Increasingly, customers are given tools to place their own orders, check on their status, and so on. In-person sales calls cost hundreds of dollars (some estimates run over a thousand dollars), so an emphasis on efficiency is understandable. And, as a customer myself, I appreciate being able to initiate orders, check on them, etc. at any time of the day or night. CRM software further strives to improve the efficiency of sales contacts by helping separate customers into priority groups, with the most important getting the most contact.

In this drive for efficiency, though, companies need to be aware of the importance of contact time to the customer relationship. Let’s look at three wildly different groups of “customers” and see how contact time played an important role in their satisfaction. […]

By |August 22nd, 2008|

Avoiding Fairness Dissonance

Most of us attempt to treat each other fairly, and react negatively if we feel we are treated unfairly. We may even react negatively if we see someone else being treated in an unfair manner. Research shows that this sense of fairness isn’t something we learn in school or from our parents (though undoubtedly those environmental factors shape our perception of what constitutes fair behavior) – other primates also have a developed sense of fairness. Sharon Begley of the Wall Street Journal reports in Animals Seem to Have An Inherent Sense Of Fairness and Justice: […]

By |November 10th, 2006|