Comments for Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience http://pivotpointsolutions.net Thu, 26 Jan 2012 18:03:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 Comment on Failing Grade for @BassettUS by andy_mcf http://pivotpointsolutions.net/2012/01/23/failing-grade-for-bassettus/#comment-239 andy_mcf Thu, 26 Jan 2012 18:03:00 +0000 http://pivotpointsolutions.net/?p=978#comment-239 Thanks for confirmation that Bassett is in troubled waters. Recent earnings announcement blames weak performance on housing market (an uncontrollable). There are many things they can control. Hopefully the brand, company, and its employees don't reach the point of no return. Thanks for confirmation that Bassett is in troubled waters. Recent earnings announcement blames weak performance on housing market (an uncontrollable). There are many things they can control. Hopefully the brand, company, and its employees don’t reach the point of no return.

]]> Comment on Failing Grade for @BassettUS by Raiderz63 http://pivotpointsolutions.net/2012/01/23/failing-grade-for-bassettus/#comment-238 Raiderz63 Thu, 26 Jan 2012 15:35:00 +0000 http://pivotpointsolutions.net/?p=978#comment-238 Sad to see what Bassett has become. The transition from arguably the biggest, most successful American residential furniture mfr. in the 70's to a cheap chinese junk importer, with a disposable chinese junk mentality has been hard to swallow for many who have witnessed the demise over a period of time. It used to be that furniture was almost a lifetime investment; now it's a "what do you expect from an $800 chinese sofa? Sad to see what Bassett has become. The transition from arguably the biggest, most successful American residential furniture mfr. in the 70′s to a cheap chinese junk importer, with a disposable chinese junk mentality has been hard to swallow for many who have witnessed the demise over a period of time. It used to be that furniture was almost a lifetime investment; now it’s a “what do you expect from an $800 chinese sofa?

]]> Comment on Employee Engagement and Profit – Which Comes First? by andy_mcf http://pivotpointsolutions.net/2010/10/14/employee-engagement-and-profit-which-comes-first/#comment-237 andy_mcf Tue, 10 Jan 2012 17:00:00 +0000 http://pivotpointsolutions.net/?p=545#comment-237 Bill, thanks for sharing this great link. Baffling that "truths" such as these are taken for granted or ignored. So many actions taken in the name of "improved profitability" are empty and short-termed. Bill, thanks for sharing this great link. Baffling that “truths” such as these are taken for granted or ignored. So many actions taken in the name of “improved profitability” are empty and short-termed.

]]> Comment on Employee Engagement and Profit – Which Comes First? by andy_mcf http://pivotpointsolutions.net/2010/10/14/employee-engagement-and-profit-which-comes-first/#comment-236 andy_mcf Tue, 10 Jan 2012 16:59:00 +0000 http://pivotpointsolutions.net/?p=545#comment-236 @branchenbuch -- absolutely correct. I have a post scheduled for a few weeks from today that addresses exactly what kinds of things motivate us to perform our best. Engaged employees get satisfaction from certain aspects of their work... which aspects? @branchenbuch — absolutely correct. I have a post scheduled for a few weeks from today that addresses exactly what kinds of things motivate us to perform our best. Engaged employees get satisfaction from certain
aspects of their work… which aspects?

]]> Comment on Is TMI Killing the Customer Experience? by andy_mcf http://pivotpointsolutions.net/2011/01/24/information-overload-and-customer-experience/#comment-235 andy_mcf Tue, 03 Jan 2012 23:01:00 +0000 http://pivotpointsolutions.net/?p=684#comment-235 Peter, thanks for reading. Glad you found a few nuggets to take and add to your arsenal. Hope we'll see your comments here again soon. Peter, thanks for reading. Glad you found a few nuggets to take and add to your arsenal. Hope we’ll see your comments here again soon.

]]> Comment on Is TMI Killing the Customer Experience? by Pete Guillot http://pivotpointsolutions.net/2011/01/24/information-overload-and-customer-experience/#comment-234 Pete Guillot Mon, 02 Jan 2012 13:46:00 +0000 http://pivotpointsolutions.net/?p=684#comment-234 Nice work here. Seems like there is a bit of a backlash whenever we go too far too fast in almost anything...thinking tech bubble. Thanks for pulling this together in one post. Will remind me where to focus this coming year. Pete Guillot @centerfirst:twitter  Nice work here. Seems like there is a bit of a backlash whenever we go too far too fast in almost anything…thinking tech bubble. Thanks for pulling this together in one post. Will remind me where to focus this coming year. Pete Guillot @centerfirst:twitter 

]]> Comment on Moneyball, Metrics, and the Customer Experience by David Mellon http://pivotpointsolutions.net/2011/11/15/moneyball-and-the-customer-experience/#comment-233 David Mellon Mon, 21 Nov 2011 20:21:00 +0000 http://pivotpointsolutions.net/?p=910#comment-233 To ofter companies track easy metrics, as noted time to resolution, time to answer. Support metrics that may show where weakness occur might be time to respond to the customer, time to discover root cause, time to provide solution. This type of analysis may better show front side staff issues, weakness in your ability to collect meaningful information and analysis, and time to create a solution. These metrics would show where you have opportunities to improve your service. Time to resolve does not provide information on where you are weak, only that you are. To ofter companies track easy metrics, as noted time to resolution, time to answer. Support metrics that may show where weakness occur might be time to respond to the customer, time to discover root cause, time to provide solution. This type of analysis may better show front side staff issues, weakness in your ability to collect meaningful information and analysis, and time to create a solution. These metrics would show where you have opportunities to improve your service. Time to resolve does not provide information on where you are weak, only that you are.

]]> Comment on The Top 1,000,000,000 Reasons to Listen to Your Customers by Moneyball, Metrics, and the Customer Experience | Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience http://pivotpointsolutions.net/2010/07/19/the-top-1000000000-reasons-to-listen-to-your-customers/#comment-232 Moneyball, Metrics, and the Customer Experience | Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience Tue, 15 Nov 2011 13:30:57 +0000 http://pivotpointsolutions.net/?p=459#comment-232 [...] Duration – Zappos put an end to the fallacy surrounding this metric.  Their philosophy was to develop customer [...] [...] Duration – Zappos put an end to the fallacy surrounding this metric.  Their philosophy was to develop customer [...]

]]> Comment on Customer Service Government Style – That Was Easy! by Occupy Wall Street (#ows) and Customer Service | Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience http://pivotpointsolutions.net/2011/06/21/customer-service-government-style-%e2%80%93-that-was-easy/#comment-231 Occupy Wall Street (#ows) and Customer Service | Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience Wed, 02 Nov 2011 12:37:13 +0000 http://pivotpointsolutions.net/?p=801#comment-231 [...] rewards in the form of decreased acquisition costs, loyal customers, and higher profit/customer.  Government can’t compel good customer service.  But it shouldn’t have to either.  Customer service and corporate profit [...] [...] rewards in the form of decreased acquisition costs, loyal customers, and higher profit/customer.  Government can’t compel good customer service.  But it shouldn’t have to either.  Customer service and corporate profit [...]

]]> Comment on Zappos Customer Service Stumbles, Doesn’t Fall by andy_mcf http://pivotpointsolutions.net/2011/10/18/zappos-customer-service-stumbles-doesn%e2%80%99t-fall/#comment-230 andy_mcf Wed, 26 Oct 2011 18:09:00 +0000 http://pivotpointsolutions.net/?p=892#comment-230 Thanks for the comment. Establishing the value system you mention is the lynchpin for everything else they do. Their values influence who is hired (and who is not), establish and reinforce customer interaction norms, and give people a sense of purpose and pride in their work. To the skeptics... scoff at values at your peril. Thanks for the comment. Establishing the value system you mention is the lynchpin for everything else they do. Their values influence who is hired (and who is not), establish and reinforce customer interaction norms, and give people a sense of purpose and pride in their work.

To the skeptics… scoff at values at your peril.

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