A while back I finished up Jared Diamonds Guns, Germs and Steel.  A really great read. In one of the chapters, he opens with a quote from Tolstoy’s Anna Karenina: “Happy families are all alike;...

I am still struggling to find time to blog at the moment as life and work have taken up pretty much all of my spare time.  But keen to keep things ticking over here as I am still running into lots of...

I stumbled across a post the other day by Scott Brinker, the President and CTO of ioninteractive. Scott writes a really interesting blog call Chief Marketing Technologist – words that don’t...

In my intermittent but ongoing reading about Customer Satisfaction and Loyalty, I came across an interesting idea. Delight. Berman (2005) talks about the idea of Delight versus Satisfaction.  Delight...

Quality is continually satisfying customer requirements. What matters in the end to customers is not only the product or service we have supplied, but whether their requirements have been satisfied. We...

So having just come off a hugely busy week, I finally got around to extending the thought process behind what ‘Satisfaction’ is and how you measure it. Firstly, I think you have to ignore about...

This has been an annoying issue for me for a long time. Sort of like a piece of food caught between your teeth and no matter how hard you try, you can’t pry the little bugger out. What is exactly...