Archive for the ‘customer satisfaction’ Category
Monday, July 12th, 2010
American industry has embraced the conventional wisdom that a “happy customer” is a loyal customer. You see this all over the place. There are business articles urging managers to create satisfied customers and this will engender loyal customers who will repurchase, extend contracts and spread the word about your brand. ...
Posted in customer retention, customer satisfaction, eric reidenbach, six sigma marketing, value | No Comments »
Tuesday, July 6th, 2010
Six Sigma Marketing (SSM) places a high premium on customer loyalty. It seeks to reduce defects, nonvalue adding transactions to 3 per 1,000,000. Not a likely goal to achieve but a statement regarding the importance of holding on to customers.
Market share is comprised of two major components, customer acquisition and ...
Posted in NPS, customer satisfaction, defect reductions, market share, value, voice of the market | 3 Comments »
Thursday, June 10th, 2010
I am. Andrew Thomas writes at Industry Week about airline satisfaction being up and attributes it to a lowering of expectations. Here’s how this is supposed to work. Satisfaction is the result of comparing our expectations to reality. If our expectations exceed the actual experience then we are dissatisfied. If, ...
Posted in best in market, customer satisfaction, eric reidenbach, market share, six sigma marketing, value | 1 Comment »
Wednesday, May 26th, 2010
In February 2006, ASQ’s Quality Progress published an article titled, “Link Satisfaction to Market Share and Profitability”. Because this subject is of great interest too me, I grabbed a hold of it and began reading with great anticipation. With sweaty palms I turned the pages, my breathing rapidly escalating, my ...
Posted in best in market, customer satisfaction, eric reidenbach, market share, six sigma marketing, value | 4 Comments »
Monday, February 1st, 2010
“Will Toyota’s Recall Severely Impact Customer Satisfaction?” reads the headline of an article appearing on QualityDigest.com by Raissa Carey. This is a good question on several levels.
First, it highlights the use of “customer satisfaction” as a driver of future purchasing. The premise is if customer satisfaction is severely damaged, future ...
Posted in best in market, customer retention, customer satisfaction, customers, eric reidenbach, market share, quality, six sigma marketing, top line revenue, value | 4 Comments »
Tuesday, January 26th, 2010
Would you rather be a leader of a “world class” organization, a “best practices enterprise”, a best in class company” how about a “tier one” firm or a “best in market” company? Think about it for a moment. How many world class organizations do you know that are market leaders? ...
Posted in best in market, customer satisfaction, eric reidenbach, market share, operational excellence, quality, six sigma marketing, top line revenue, value, world class | No Comments »
Friday, November 6th, 2009
Traditional Marketing, the four Ps kind of Marketing, is on the cusp of a change – a big change. In fact, a paradigm shift along the lines of a Kuhnian change is in the near future. Traditional Marketing has been underperforming for a number of years. It has become, in ...
Posted in best in market, customer satisfaction, customers, market share, operational excellence, six sigma marketing, value, value proposition, voice of the market | 2 Comments »
Monday, September 28th, 2009
There is nothing worse or more difficult than taking on a project and not having the correct tools. I should know since I am one of the world’s worse handymen. My toolbox has a hammer, a screwdriver and a roll of duct tape. If they don’t do the trick my ...
Posted in customer satisfaction, eric reidenbach, market value solutions, pricing, product/markets, value, value proposition | 4 Comments »
Tuesday, September 1st, 2009
Anantha Kollengode has written a typically interesting column regarding healthcare – this time focusing on the Voice of the Customer (Patient) and how it relates to the Six Sigma process in healthcare. While I agree with the overall point of the column, the need for using the VOC, I have ...
Posted in customer retention, customer satisfaction, customers, eric reidenbach, healthcare, market share, pricing, project selection, quality, six sigma marketing, top line revenue, voice of the customer | 2 Comments »
Thursday, August 27th, 2009
Now that the “Cash for Clunkers” program is over there are a couple of interesting and informative aspects of it that are worth noting. Here are the final results in terms of clunker share. The second column represents “clunker share (CS), the third, year-to-date market share and the fourth, the ...
Posted in customer satisfaction, customers, eric reidenbach, market share, pricing, value, value proposition | 1 Comment »
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