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1). Keeping Your Offerings Easy to Use (Part 1) By : Adele Sommers
Copyright 2006 Adele Sommers What's the real formula for customer happiness? First, let's review what we know about customer unhappiness. We know that consumers expect our offerings to work exactly as advertised. Yet our products and services can introduce complex requirements -- even burdens -- of their own. Those extra requirements can quickly morph into "customer hassles" -- the kinds of aggravations that make consumers feel mildly annoyed all the way to really angry or stupid.
Article Related to: quality, customer service, customer satisfaction, customer dissatisfaction, quality in perception, quality in fact

2). Tips for Uncovering "Customer Hassles" By : Adele Sommers
Copyright 2006 Adele Sommers Are you wrestling with cranky customers, low-vitality products, congested services, and an aching bottom line? You certainly don't need to. Why exactly does this occur? One major reason is that consumers expect products and services to work exactly as advertised, in a confusion- and error-free manner. It's easy to understand why these expectations exist because we ourselves are consumers.
Article Related to: quality, customer service, customer satisfaction, customer dissatisfaction, quality in perception, quality in fact

3). Keeping Your Offerings Easy to Use (Part 2) By : Adele Sommers
Copyright 2006 Adele Sommers Striving for simplicity in the design of our products and services is a major step we can take toward ensuring customer satisfaction, boosting our bottom line, and keeping our relationships smooth and headache-free. In Part 1 of this series, we explored a formula for customer happiness -- through the lens of what makes customers unhappy.
Article Related to: quality, customer service, customer satisfaction, customer dissatisfaction, quality in perception, quality in fact