Comments for Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience

Comment on Employee Engagement and Profit – Which Comes First? by Customer Service Levels Decline | Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience

Mon, 14 May 2012 12:54:28 +0000

[...] in this report changes previous conclusions – the path to greater profitability starts with engaged employees exceeding customer expectations. The pivot point is to take the [...]

Comment on Customers Willing to Pay for Exceptional Service by Customer Service Levels Decline | Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience

Mon, 14 May 2012 12:54:13 +0000

[...] are willing to spend more with companies that provide excellent service. This finding bears out earlier studies. For those willing to spend more, excellent service translates to 13% more (up from 9% in the [...]

Comment on Failing Grade for @BassettUS by Mission Accomplished? Say So! Claiming credit helps. | Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience

Mon, 30 Apr 2012 13:09:29 +0000

[...] associated with success. Positive WOM helps de-risk buying decisions and validate good choices. Negative WOM gets out one way or [...]

Comment on Aligning your Business to Customers: Pillar 3 – Communication by Mission Accomplished? Say So! Claiming credit helps. | Pivot Point Solutions | Pragmatic Approaches to Improving the Customer Experience

Mon, 30 Apr 2012 11:58:30 +0000

[...] a previous post I wrote that claiming credit was an optional step in customer communications. But it would have been more accurate to say that claiming credit is [...]

Comment on Employee Engagement and Profit – Which Comes First? by Lakshmiaakula

Lakshmiaakula — Sat, 07 Apr 2012 14:03:00 +0000

these improved action works towards employment growth.,

Comment on Failing Grade for @BassettUS by Heather3783

Heather3783 — Tue, 13 Mar 2012 15:30:00 +0000

Bassett products are made in the US.

Comment on Believe, Change, ACHIEVE! by andy_mcf

andy_mcf — Fri, 24 Feb 2012 22:18:00 +0000

Read a good article with examples of just how this can work: How The Happiest People In The World Spend Their Money http://bit.ly/ytDIZL

Comment on Failing Grade for @BassettUS by andy_mcf

andy_mcf — Thu, 26 Jan 2012 18:03:00 +0000

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

Raiderz63 — Thu, 26 Jan 2012 15:35:00 +0000

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

andy_mcf — Tue, 10 Jan 2012 17:00:00 +0000

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.