Articles filed underSatisfaction
4 advices to remember when measuring customer satisfaction
By Pierre-Nicolas Schwab •
The Heathrow airport has installed devices to measure satisfaction after the security checks. Yet, we think did not get customer satisfaction right. The biggest mistake they did was to put the device too far away from the lane, making it…
1855.com : how long can they survive?
Life is sometimes hard, especially for losers. Within a few days I read two different articles about 1855.com. The first one was published in the magazine "la Revue du Vin de France" which is a magazine specialized in wine and…
How to manage customers’ expectations
Customer satisfaction depends, in part, on the gap between a customer's expectations and the actual performance. A good tactics, seldom used, to increase satisfaction is to shape customers' expectations. The Belgian Post gives us an easy example. The most annoying…
Aligning customer’s and firm’s perspective on quality
By Pierre-Nicolas Schwab •
I’m currently re-reading Prof. Oliver’s monograph on consumer’s satisfaction. The chapter on quality reminded me of one striking example. Oliver explains that quality is to be understood differently whether it is approached from the consumer’s perspective or from the firm’s…
Customer satisfaction best practices
By Pierre-Nicolas Schwab •
This complicated sketch represents the first step of my tentative to sum up the different flows of academic research around customer satisfaction. I started reviewing literature in an attempt to define more precisely which best practices had been defined in…
How does Air France – KLM deal with customer’s satisfaction?
By Pierre-Nicolas Schwab •
After I blogged last week about Accor and the way they deal with satisfaction in their annual report, I thought it might be interesting to do the same exercise for another company. Researches based on the analysis of annual reports have…
