The Dumbest Idea in the World
I recently found the blog “Customer Experience Matters” by Bruce Temkin of Forrester research. He is Vice President & Principal Analyst focusing on customer experience. He’s done some interesting research and his blog has a lot of useful commentary. Recently, he posted “Don’t Get Distracted by Shareholders“. In this post and a previous one, he [...]
Recipe for Disaster…
While reading another blog (can’t remember which one now) I came across this article by Henry Mintzberg: How Productivity Killed American Enterprise (PDF). It’s really worth reading; you’d think it was written very recently. Until you get to the end and find out that it was written in 2006. I think that really describes the [...]
Customer Service Improves Stock Price
I found this article on BusinessWeek: How to Play – BusinessWeek Basically, studies have shown that the stock price of publicly traded companies whose customer satisfaction index is high or improving generally outperform others. I can’t say that I’m surprised at the results. However, I am surprised that it was published. This is the kind [...]
