Measuring Service Quality - Appreciate your Feedback!

[ccochran]

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 H.]

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.

[ccochran]

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 H.]

Originally Posted by ccochran

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.



Keep rockin'

Craig (woof woof)

[Ajit Basrur]

Originally Posted by ccochran

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.

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 ?

[ccochran]

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

[Ajit Basrur]

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 , 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
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 , truly successful organization developed through Customer Loyalty.

Hope this help.

[Wes Bucey]

Originally Posted by ccochran

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

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.