Do you feel like you're just putting out fires with Voice of the Customer (VOC) programs? Always in a defensive, under siege mentality, arbitrarily
Shmula Podcast: Eric Ries Lean Startup Interview
I'm excited to present this interview I conducted with Eric Ries, the author of The Lean Startup and The Startup Way. Eric's background is in startups
LiquidWeb Dedicated Hosting and a Lesson in Customer Experience
Shmula.com gets a lot of traffic. I've been through the website hosting seesaw of trying different website hosting companies. After using shared
The Kano Model in Customer Experience and Continuous Improvement
There are many customer satisfaction models in the marketplace. One very important model is the Kano Model, which we'll discuss today. In this
Call Center Balancing Act: Cost and Customer Satisfaction
It's not a surprise that most call centers are very cost focused and not completely customer focused. There's an upside and a downside to this
How to Game the Net Promoter Score
Among other philosophical questions you've pondered, I'm sure you've also asked yourself "How to Game the Net Promoter Score?". Well, I'm here to
Where’s My Pizza? Behind The Scenes at Domino’s Pizza Tracker
Domino's Pizza Tracker Process - A Behind the Scenes Look at what actually happens in the Domino's Pizza Kitchen and how the steps in the kitchen
Customer Service Awkward Moments: Live Human is Busy
Have you ever experienced an odd customer service moment? That was a trick question - of course you have. We all have. And, I just experience one
Developing Customer Personas To Create Customer Journey Maps
Developing Customer Personas are a critical step in building Customer Journey Maps. Keeping in mind the purpose of the exercise is key: We develop