Tag Archives: customer service
Who is Listening to You?
Who is listening to you? How many people respect you?” Kenneth Chenault applied a similar method toward listening to American Express customers, often organizing impromptu listening tours and engaging with customer service teams to better understand the quality of service … Continue reading
Authenticity
“Be authentic. Do not create a campaign to woo new customers or to placate current customers. Do it with pure intentions, and make sure your entire organization is clear on the stand you are taking. Ben & Jerry’s has been … Continue reading
Metrics
But the metrics that should really matter at the early sage is the repurchase rate. Do your customers repurchase the product after they buy it once? How soon does the repurchase happen? Do you need to nudge your customers to … Continue reading
Instacart shoppers
Reading this Instacart shoppers say they face unforgiving metrics: ‘It’s a very easy job to lose’ I am reminded of a post I wrote a few years ago about metrics. You can read it here. This story about Instacart made … Continue reading
Real Life of an MSW 