is your research being subverted by its subjects?

I sent a load of old Uni textbooks off to the charity shop the other week and one called ‘Compensation’ included lots of cautionary tales about compensation schemes that were supposed to boost productivity/quality/customer service but ended up having the opposite effect.  Like the vegetable processing plant that started paying their quality checkers extra for … Continue reading is your research being subverted by its subjects?

when a brand’s frontline only works face to face

Due to the fact that practically everything I own has decided to break in the last week I’ve been spending a lot of time talking to Customer Services. I continue to be amazed that for the sake of saving a bit of dosh some companies are prepared to have such appalling front line representation.  Shouting … Continue reading when a brand’s frontline only works face to face

customer service vs. customer acquisition

I’ve had a bit of a bad run with technology recently.  In the last couple of months, the following have gone wrong on me: two mobiles, PC, laptop, 3G dongle thingy, TomTom satnav, Bluetooth dongle, printer and broadband. Trying to get all these technology issues resolved has been a real eye-opener around customer service and … Continue reading customer service vs. customer acquisition