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customer satisfaction

Nov 12
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Feedback and Lessons in Customer Satisfaction

By Energy Rant No Comments
I am not an expert in customer satisfaction, but I can say anyone working at our company better know our values statement, which is all about customer satisfaction. I can also tell you I am a consumer of goods and services, so I thought I might share some thoughts from my perspective on this subject. I will start with an example of poor customer service/satisfaction and then quickly pivot to an example of good customer service – both of which occurred in the last week. As you should know by now, I can’t stand ads of the type that waste...
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Mar 21
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monitoring

Customer Success and Satisfaction – Monitoring Required

By Energy Rant No Comments
The source of this post is a report by Northeast Energy Efficiency Partnerships (NEEP), Next Generation Energy Efficiency. The direction of things going forward, as described in the report, is boiled down to a few key themes noted in the introduction: Deep comprehensive cost-effective savings for all fuels Controls and other intelligent efficiency technologies Advanced building designs with superb installation, operation, maintenance and control Integration of energy efficiency, demand response, and distributed energy Engagement of the private sector to deliver high efficiency products and solutions No widgets. A Bulbous Barrier First, I want to discuss a substantial, bordering on major,...
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Feb 29
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Electricity Supply – Listen and Watch the Herd or Prepare for an Ugly Ending

Electricity Supply – Listen and Watch the Herd or Prepare for an Ugly Ending

By Energy Rant One Comment
Ross Shafer delivered the keynote speech at AESP’s 2016 National Conference in Phoenix a few weeks ago. Mr. Shafer is a former late night talk-show host/comedian, game show host, author, and speaker. His message for AESP was excellent. He was engaging and funny, but most importantly, he presented sound, valuable advice for business; specifically customer satisfaction and experience. I cannot recall a single thing of substance he said that I disagree with. In fact, I passed along much of his advice to our team at Michaels via The Daily, our employee-only blog. One area of advice from Mr. Shafer was:...
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Oct 12
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customer satisfaction

The Value of Customer Satisfaction – Subduing the Eddie Haskells

By Energy Rant No Comments
I did some research on features and benefits, in general.  A quick internet search of features and benefits revealed that definitions vary from one source to the other.  Indeed, we surveyed our own management team for features and benefits of the services and programs we provide.  I found that one person’s program description was another’s features. Going further, what I found was that benefits aren’t necessarily the end of the story to the buyer.  What is the value of the benefit, and how does that relate to customer satisfaction? Customer satisfaction is a benefit of energy efficiency programs to any...
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Jul 29
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Project Performance and Customer Satisfaction – Three Strikes and Yer In, or Out

By Energy Efficiency, Energy Rant No Comments
Last week I attended the American Council for an Energy Efficient Economy’s (ACEEE) Summer Study for Industry, which had excellent content, but one phrase prompted me to this week’s topic, one that’s been simmering a while in my gray matter.  Due to multitasking and poor note-taking, I don’t remember the phrase exactly, but it was something to the effect of the rule of three.  My version is when it comes to project performance and customer satisfaction (and many other things), three in a row has meaning. Fortunately, the conference featured heavy doses of benchmarking, planning, and continuous improvement, which is...
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We talk a lot about energy – from the serious to the satirical.

All things energy. That’s our jam.

We talk a lot about energy – from the serious to the satirical.

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