All Entries Tagged With: "Emotional Connections"
Acknowledgement from Unexpected Quarters
Last week I received an email wishing us a Happy Thanksgiving from one of the B&Bs we stayed at in Ireland this past summer. Thinking back to my discussions about developing emotional relationships with customers over the last few weeks, I thought that was a particularly clever gesture. A lot of social media software tracks [...]
That You Care Is What Matters
Yesterday I alluded to the research findings presented by Fleming and Asplund in their book, Human Sigma, that how you handle customer problems is more important to your relationship with them than actually solving the problem. (I should mention, HumanSigma is a program of Gallup so they have a lot of experience in surveying.) They [...]
Business Solutions Unfair to Customers
Emotional Advocacy Yesterday, I started writing about the book, Human Sigma by John Fleming and Jim Asplund and as promised, I wanted to continue exploring the book today. One of the things I was happy to see addressed was the idea of the single question customer survey. I had pondered the validity using the question, [...]
Interesting Thoughts From Other Places
Read some good stuff today on two blogs that really can’t be improved upon by any commentary I can offer so read on— The Nonprofiteer had some sage advice in a recent entry regarding recruiting people to fill volunteer roles be it a board member or ticket taker — recruit in pairs. The two-by-two recommendation [...]