Customers say the darnest things….but why? “The Loquacious Customer” Part 4 of a 4-Part Series.

April 13, 2010 at 12:41 pm | Posted in Customers Say the Darnest Things...But Why? 4-Part Series | Leave a comment
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In conclusion of our 4-Part series to examine why customers say what they say, we want to leave you with some really off the wall customer comments.  Everyone knows that certain someone in their life that tends to be a bit long-winded with a response or offers way too much information with what they say.  Well, some customers are no different and, yes, there are times when we find ourselves scratching our heads saying, “did he just say that?”

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Customers say the darnest things….but why? “The Affectionate Customer” Part 3 of a 4-Part Series.

March 23, 2010 at 8:46 am | Posted in Customers Say the Darnest Things...But Why? 4-Part Series | Leave a comment
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Yesterday we posted some funny customer comments  which gave us a good laugh.  These customer comments also gave us yet another good reason to focus on “the why” vs. “the what.”  Even though we all love Happy Customers (as opposed to Angry Customers), some folks can take their affection a little too far.

When we engage with people on the phone whom we have never met, we often paint a picture of how they look based on their voice, tone, or manner.  We do it when we speak to customers, prospects, receptionists, and call center agents. 

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Customers say the darnest things….but why? “The Angry Customer” Part 2 of a 4-Part Series.

March 16, 2010 at 9:58 am | Posted in Customers Say the Darnest Things...But Why? 4-Part Series | Leave a comment

As we mentioned in Part 1, Customer Relationship Metrics has been collecting customer data and comments for more than sixteen years.   When we decided to step away from analysis about what customers are saying and consider why they are saying what they are saying, we uncovered new reasons for customer behaviors.  We previously took a look at the “Happy Customer,” so it seems only natural to flip the coin and take a look at the “Not-so-happy-customer, the “I’m mad as hell and I’m not going to take it anymore Customer”, in short “The Angry Customer.”  So angry, they have their minds set on ruining your reputation.

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Customers say the darnest things….but why? “The Happy Customer” Part 1 of a 4-Part Series.

March 9, 2010 at 9:51 am | Posted in Customers Say the Darnest Things...But Why? 4-Part Series | Leave a comment

As part of our role in customer care, we have been taught to ask customers for their opinions in order to make our service delivery a better experience for them.  Customer feedback is a tool to improve service, which can make service a competitive advantage, and is usually a source of invaluable information.  But sometimes, as we collect real-time feedback from our partners’ customers, Customer Relationship Metrics (Metrics) hears the darndest things. 

In Part 1 of this 4-Part series, we will take a look at the delighted customer.  In fact, so delighted you have to check out their comments here in yesterday’s “Knuggets and Knuckleheads” to see what we are referring to. 

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