“No one wants to be sold to, not even the most eager buyer in the world,” says Farnoosh Brock, a corporate trainer, speaker and writer. Brock is also an engineer and author of the book, The Serving Mindset: Stop Selling and Grow Your Business. She is a proponent of selling
Tag: customer satisfaction
This is a follow up to last week’s blog on understanding your customers’ perceptions of quality. As the world’s largest manufacturer of PCs and tablets, Lenovo is always looking for areas to reduce costs while increasing quality and customer satisfaction. Six months ago, Lenovo implemented the Lenovo Early Detection (LED) system
People are talking about your products. But more importantly, they’re listening. Facebook, Twitter, review sites, and product forums are just a few of the sources that a savvy customer checks when making a buying decision. This reality has fundamentally changed the definition of quality. It’s no longer sufficient to conform
At SAS, we’re proud to have customer satisfaction rates reaching up to 90 percent – that’s among the highest in the industry. But we didn’t get there by resting on our laurels. Our customers expect the best from us, and we want to deliver. To that end, we’re making a
How are you determining customer satisfaction? How do you move the needle? This SAS user mines the unstructured data in patient surveys with SAS Text Miner.
Bengt Persson, the Senior Vice President of Quality and Tech Support, presented a session about driving quality across the globe during the 2011 Premier Business Leadership Series in Singapore. Persson told the story of how Volvo Trucks uses analytics and data flow to standardize and optimize warranty claims across Volvo’s
Modern manufacturing has come a long way in employing rigorous quality initiatives, but when a defective toy, electronic – or even a baby diaper – does slip past the quality initiatives, the current customer sentiment climate can make the situation go from bad to worse very quickly. It isn’t easy