Five Whys

If you are interested in the subject of customer churn and their antecedents’ product failure or service failure, you probably heard something of the Five Why’s. 
 
Companies have been using the Five Why’s as a tool to help them get back to the root causes of product or service failure for as long as those have been happening. It is an informal drill-down technique...

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Designing a Survey

One of the things that TeleSight believes about survey programs is that the goal is TO GET BETTER, not just GET BETTER SCORES.  Designing a program that will “move the needle” on customer satisfaction takes several steps.

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The Anecdote Trap

Companies managed by anecdote have no consistent strategy. They are whipsawed by the randomness of the customer input. Anecdotes are just as likely to be true or false and there is no way to distinguish the true ones from the others. As a result, a great deal of time and effort is spent chasing claims of failures that are wrong or rare – which would show up outliers in a legitimate analysis.

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Why Bother With Quality Anyway?

The University of Michigan study found that for the companies with the happiest customers, stock performance increased 75% for the period of 2000-2004 versus only 19% for the S&P 500 as a whole

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