Superquinn awards shoppers “goof points” for pointing out problems such as an out-of-stock item, a dirty floor or a checkout line longer than three people. The goof points, which provide discounts off future purchases, have proved a good way to get customers talking about their experience.
SAS Institute, the North Carolina–based software company, creates a “SASware Ballot” every year, giving customers a chance to vote on a list of potential software improvements.
At eBay employees known as “pinks” monitor the company’s message boards, quickly learning which issues, complaints and concerns may need attention.
Author(s): James Allen, Frederick F. Reichheld, Barney Hamilton, Rob Markey
Source(s): Closing the delivery gap (Bain )
via Alltop RSS http://www.mgmtideas.com/content/98/?utm_source=feedburner&%3Butm_medium=rss&%3Butm_campaign=2012-06-14&utm_medium=feed&utm_campaign=Feed%3A+ManagementIdeas+%28mgmtideas.com+-+Latest+Content%29 Matt Sileno
http://www.lead411.com/Matt_Sileno_3146962.html The Intuitive Group Inc
8233 Old Courthouse Rd Ste 330 Vienna V.A. 22182