Up Your Service

NOVEMBER 11, 2017

“If you always do what you always did, you’ll always get what you always got.” . – Henry Ford. “W hen you start doing what you haven’t done, you’ll get what you haven’t yet gotten.”. – Jeff Eilertsen. The 8 Wastes are central to the Lean Manufacturing system developed by Toyota. The 8 Wastes of Service are a modified version used by service experience and service process experts.

Social Media 74

Social Media Government Call Center Study 74

Bob Hayes

NOVEMBER 11, 2017

We recently collected feedback about Equifax using our #BrandsInOneWord approach to measuring attitudes. This method requires each respondent to provide one word that best describes a particular brand. Next, applying our sentiment lexicon to the words, we calculate a Brand Sentiment Index. The #BrandsInOneWord results for Equifax appear below. Equifax is Equif*cked.

Brands 40

Brands Survey NPS Measurement 40

Bob Hayes

NOVEMBER 11, 2017

We recently collected feedback about Equifax using our #BrandsInOneWord approach to measuring attitudes. This method requires each respondent to provide one word that best describes a particular brand. Next, applying our sentiment lexicon to the words, we calculate a Brand Sentiment Index. The #BrandsInOneWord results for Equifax appear below. Equifax is Equif*cked.

Brands 40

Brands Survey NPS Measurement 40