Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

4 hints to avoid your customer satisfaction survey from failing
Apr20

4 hints to avoid your customer satisfaction survey from failing

In our latest article we discuss the Goodhart’s law and what it meant for customer satisfaction measurement. In short, if satisfaction scores become a company’s objectives, the likelihood is high that results will be biased. A very good article explains the origin of this bias (it’s called reflexivity) and even details other “laws” that point to the same effect : Goodhart’s Law is most succinct: “When a...

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How the Goodhart’s law makes customer satisfaction surveys fail
Apr18

How the Goodhart’s law makes customer satisfaction surveys fail

“When a measure becomes a target, it ceases to be a good measure.”. This is the Goodhart’s law and it explains in my opinion why why an awful lot customer satisfaction measures fail. Let me take two concrete examples that I’ve experienced myself : Audi and Beflius. in this section I’d like to discuss two concrete examples of customer satisfaction measurement that becomes organizational objectives and therefore cease...

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Ford builds trust and satisfaction with the Ford video check
Apr10

Ford builds trust and satisfaction with the Ford video check

Ford is currently rolling out a new digital tool that will help build trust and enhance customer satisfaction : the Ford video check. We tested it and it’s just amazing. Read further to see how Ford is transforming the car maintenance experience into a trust building experience that will eventually improve customer loyalty. Car maintenance and repair : a matter of trust If you have already brought your car for repair, you know...

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Belfius : 95,25% customer satisfaction. Can you believe it?
Apr05

Belfius : 95,25% customer satisfaction. Can you believe it?

I visited a Belfius branch last week and was stunned to see their latest marketing campaign and their claim about their high customer satisfaction: 95,25% customer satisfaction ! Can you imagine ? This is just an amazing score. So amazing that it can hardly be trusted as I already wrote many years ago on this blog. I digged into this matter, looked for facts on the satisfaction in the banking industry and explain below why the...

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Good news for customers’ satisfaction : robots will replace humans
Mar16

Good news for customers’ satisfaction : robots will replace humans

We have some good news for you : robots are about to replace humans. People are finally going to be able to focus on what they do best : having relationships with other humans. Artificial intelligence evrywhere : what is left for real people Artificial intelligence is already everywhere. Some people find this alarming. Other find it great. One thing is sure : artificiel intelligence is getting every day more clever. Look for instance...

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