Will you be recommended?
January 30th, 2006 by Hugh KennedyI continue to see articles refracting out of the HRB piece from a few years back on what a company really needs to consider in terms of customer satisfaction: unless a customer ranks you an 8, 9, or 10 out of 10 when asked, “Would you recommend this company or its products to a colleague?” you might as well hang it up and go home. Six or 7 out of ten basically means they won’t bug off to your competitor; below 6, you are in serious trouble. I have to say, that’s how I think about the brands that mean a lot to me, such as Kiehl’s skincare products. I press them into the hands of friends and family. I am a 9 out of 10 supporter. Aveda used to rank high, but all their stuff smells the same now, and their customer service in the stores is too aggressive.Now if you’ll excuse me, I must go moisturize.