20030905
Value your customers
Ad Nederlof the CEO of Genesys, a provider of call center software, thinks that customer service is the key to customer loyalty. (Gee, I wonder why he'd think call centers are important...) He points to a study his company ran with Purdue that he says shows that service is the number one driver of loyalty.
Personally, I disagree with the methodology, but I agree with the outcome. Service is important, but asking people what they feel is important ignores hidden drivers. Hidden drivers are those things that are important but aren't explicitly said to be important. The classic example is in the airlines. Air customers will say that safety and reliability are important, but when you analyze their responses on other attributes in relation to their loyalty, you see that food quality and the politeness of the service staff are the real drivers of loyalty.
Ad Nederlof the CEO of Genesys, a provider of call center software, thinks that customer service is the key to customer loyalty. (Gee, I wonder why he'd think call centers are important...) He points to a study his company ran with Purdue that he says shows that service is the number one driver of loyalty.
Personally, I disagree with the methodology, but I agree with the outcome. Service is important, but asking people what they feel is important ignores hidden drivers. Hidden drivers are those things that are important but aren't explicitly said to be important. The classic example is in the airlines. Air customers will say that safety and reliability are important, but when you analyze their responses on other attributes in relation to their loyalty, you see that food quality and the politeness of the service staff are the real drivers of loyalty.
20030902
Government Incentives
"Bureaucrats believe that failure to spend money before the end of the fiscal year will lead to cuts in their budgets the following year. What rules might the government adopt that would produce a more rational incentive system for spending money?"
Oh, oh, pick me, pick me! How about, instead of profit, government had a well understood, common metric to measure the bottom line.
So, the answer is: what metric would best express the bottom line of government? what is government for?
Wait, those were questions, not answers. Sorry.
"Bureaucrats believe that failure to spend money before the end of the fiscal year will lead to cuts in their budgets the following year. What rules might the government adopt that would produce a more rational incentive system for spending money?"
Oh, oh, pick me, pick me! How about, instead of profit, government had a well understood, common metric to measure the bottom line.
So, the answer is: what metric would best express the bottom line of government? what is government for?
Wait, those were questions, not answers. Sorry.
