Hello, all:

Hope everybody's year is off to a roaring start. Here's an article that Quality Digest asked me to wrote: Measuring Service Quality. It's scheduled to appear in the March 2008 issue. I'd value any feedback you might have. If you get your comments to me quickly enough, they might be incorporated into the published version. The 2nd file is a download that will be part of the article.

Warm regards,
Craig

Craig C

From one Southern Gentleman to another, THANKS!!!

Your best work to date.

Although there may be some who think that this does not apply to them, fact is that ALL business have a service component.

This is very close to what my company is doing now, as our online customer survey is just now ramping up. I am shamelessly going to steal a couple of your suggestions, especially the question about a customer recommending us to a friend.

I knew you were good, but this one is timely, and profitable.

You're rockin' with this one.

Craig H.

Craig,

If a pro like you borrows any ideas from this, then that is indeed an honor. Thanks for your gracious feedback, my friend. I hope things are running smooth down in Kaolin Country.

Craig C

Craig,

If a pro like you borrows any ideas from this, then that is indeed an honor. Thanks for your gracious feedback, my friend. I hope things are running smooth down in Kaolin Country.

Craig C

This old Georgia Bulldog is always ready to learn new tricks. I hope that nobody finds out that some of my tricks are learned from someone from Georgia Tech.

:biglaugh:

Keep rockin'

Craig (woof woof)

Hello, all:

Hope everybody's year is off to a roaring start. Here's an article that Quality Digest asked me to wrote: Measuring Service Quality. It's scheduled to appear in the March 2008 issue. I'd value any feedback you might have. If you get your comments to me quickly enough, they might be incorporated into the published version. The 2nd file is a download that will be part of the article.

Warm regards,
Craig

Hi Craig C,

Yeah - the New Year ha started well and hope the same trend continues.

I agree with Craig H that the article is your best so far. Its short, upto the point and directly hitting the goal. :applause:

When I read your 2 questions, it reminded me of the "Ultimate Question" by Fred Reichheld , in which only one question is asked - "How likely is it that you would recommend our organization to a friend or colleague ?"

Craig, do you want to include some live examples of some great turnaround organizations from the service industry in your article ?

Ajit,

You know, I think I unconsciously swiped that question from Mr. Reichheld. It's such a good one, but I either need to attribute it or change it. Thanks for mentioning that. Your idea of including some examples is excellent. I might even be able to beg some more space than 2000 words (which is what I've been given). Can you think of any examples from your own work? I would love to hear about any that you have.

Kaolin Craig,

Are you crazy? Woof, woof? Bad dawg! One day the jackets will prevail (...though I've been saying that for a while now).

Craig

Craig,

When I impart training on the subject of Customer Loyalty, I give examples which are more local and thus the participants feel near to their hearts.

The common examples that I give are the hotels that I stay on business trips. There are some hotels here who remember minute details that I am interested in and when I check in, they ensure that those personalized items are in place. This builds loyalty and I prefer staying in these hotels rather than develop relationship again with a new hotel.

On a more broader scale, the following examples could be cited -

You may probably want to have a look at this NOKIA PRESENTATION (http://asia.nokia.com/NOKIA_BUSINESS_26/Europe/Services_support/Support/pdfs/customersatisfactionsurveyresults.ppt#256,1,Nokia Enterprise Solutions), where they created 96 % Customer Satisfaction ratings by identifying critical metrics and resolving those issues. They also created Premium Service levels for different access accounts. No wonder they have been so successful. :)

The Dell Retail Industry Solution Center
(http://www.dell.com/content/topics/global.aspx/sitelets/solutions/industry_application/business_solutions/retail_center?c=us&cs=555&l=en&s=biz&~tab=4) would also be a good example for customer loyalty as they developed alliances with best-in-class independent software vendors to complement the hardware systems. Therefore, they are well suited for a wide variety of software applications.

Another best example is Starbucks Brand (http://www.mhhe.com/business/management/thompson/11e/case/starbucks-2.html), truly successful organization developed through Customer Loyalty.

Hope this help. :)

Ajit,

You know, I think I unconsciously swiped that question from Mr. Reichheld. It's such a good one, but I either need to attribute it or change it. Thanks for mentioning that. Your idea of including some examples is excellent. I might even be able to beg some more space than 2000 words (which is what I've been given). Can you think of any examples from your own work? I would love to hear about any that you have.

Kaolin Craig,

Are you crazy? Woof, woof? Bad dawg! One day the jackets will prevail (...though I've been saying that for a while now).

CraigFWIW: I don't think Reicheld coined the question. I've been hearing it from folks for over forty years, certainly as a stock question in banking and investment banking throughout the 60's.

FWIW: I don't think Reicheld coined the question. I've been hearing it from folks for over forty years, certainly as a stock question in banking and investment banking throughout the 60's.

Hi Wes, may be its used since 60s but is now attributed to Fred Reichheld in his book, ULTIMATE QUESTION - Driving Good Profits and True Growth (http://www.amazon.com/gp/product/1591397839/sr=8-1/qid=1141180048/ref=pd_bbs_1/103-9938896-1076605?%5Fencoding=UTF8)

More info on the Ultimate Question is HERE (http://www.netpromoter.com/calculate/index.php)

Ajit,

Your examples are very strong. The whole concept of loyalty deserves its own article. I'm not sure I could even scratch the surface in the little amount of space I could dedicate to it. It's a good area for exploration, though.

Wes,

Hello! Good to hear from you. What is old is new again, huh? It's funny how Mr Reichhold has taken something very old and turned it into his own thing. Is it snowy up your way?

Craig

It's funny how Mr Reichhold has taken something very old and turned it into his own thing.Craig

Craig,

Great point!

We have seen this happen many times before.....:D

Re: "Spin-offs" from the PDCA cycle....

Stijloor.

Ajit,

Your examples are very strong. The whole concept of loyalty deserves its own article. I'm not sure I could even scratch the surface in the little amount of space I could dedicate to it. It's a good area for exploration, though.

Wes,

Hello! Good tot hear from you. What is old is new again, huh? It's funny how Mr Reichhold has taken something very old and turned it into his own thing. Is it snowy up your way?

CraigThanks. Looking forward to another trip down to Georgia later this year. I understand I have to bring my own water. Will melted snow suffice?:lmao:

Wes,

Yes, please bring your own water. And don't flush the toilet too much, either. Drink beer and pee outside...HA!

Craig

Wes,

Yes, please bring your own water. And don't flush the toilet too much, either. Drink beer and pee outside...HA!

Craig

Craig,

I am so glad that "Georgia is on your mind." :D :D

Stijloor.

Stijloor,

We've all got to do our part, eh? I hope the water situation is better in Charlotte. The lack of water planning down here is appalling. Our state governor's answer was to hold a prayer meeting...

Craig