Comments on: Maslow’s Hierarchy of Customer Service http://www.wikinomics.com/blog/index.php/2009/02/27/maslows-hierarchy-of-customer-service/ Exploring How Mass Collaboration Changes Everything Sun, 28 Aug 2011 14:21:24 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Andy Perkins http://www.wikinomics.com/blog/index.php/2009/02/27/maslows-hierarchy-of-customer-service/comment-page-1/#comment-413627 Andy Perkins Sat, 04 Sep 2010 12:21:22 +0000 http://www.wikinomics.com/blog/?p=2630#comment-413627 A key element of the discussion should be how to engage a customer to measure where the company is on the hierarchy. Standard customer satisfaction surveys shed little light on the success and transformation levels. Instead, it takes deep conversation (as pointed out in the concierge discussion) to get beyond the survival factors. The problem is that most firms employ feedback mechanisms and analytic techniques that keep their focus down on these lower levels and never allow them to lift their eyes to see where they need to go. Andy Perkins <a href="http://www.satisfactionquestionnaire.com" rel="nofollow">The Satisfaction Questionnaire Blog</a> A key element of the discussion should be how to engage a customer to measure where the company is on the hierarchy. Standard customer satisfaction surveys shed little light on the success and transformation levels.

Instead, it takes deep conversation (as pointed out in the concierge discussion) to get beyond the survival factors. The problem is that most firms employ feedback mechanisms and analytic techniques that keep their focus down on these lower levels and never allow them to lift their eyes to see where they need to go.

Andy Perkins
The Satisfaction Questionnaire Blog

]]> By: outsourcing providers Philippines http://www.wikinomics.com/blog/index.php/2009/02/27/maslows-hierarchy-of-customer-service/comment-page-1/#comment-381968 outsourcing providers Philippines Tue, 01 Jun 2010 03:06:08 +0000 http://www.wikinomics.com/blog/?p=2630#comment-381968 I like the way that you presented how customer services should be like. It only makes sense that customer satisfaction be at the base, and therefore the biggest concern, because it is through satisfaction that customers become loyal and be ready listeners (and patrons, hopefully) of the product or service that you are offering. I like the way that you presented how customer services should be like. It only makes sense that customer satisfaction be at the base, and therefore the biggest concern, because it is through satisfaction that customers become loyal and be ready listeners (and patrons, hopefully) of the product or service that you are offering.

]]> By: Musings on “peeling the onion” and visual thinking http://www.wikinomics.com/blog/index.php/2009/02/27/maslows-hierarchy-of-customer-service/comment-page-1/#comment-378751 Musings on “peeling the onion” and visual thinking Fri, 21 May 2010 00:02:31 +0000 http://www.wikinomics.com/blog/?p=2630#comment-378751 [...] [...] [...] [...]

]]> By: Wikinomics – Addressing the social media ‘support gap’ http://www.wikinomics.com/blog/index.php/2009/02/27/maslows-hierarchy-of-customer-service/comment-page-1/#comment-376130 Wikinomics – Addressing the social media ‘support gap’ Wed, 12 May 2010 15:32:01 +0000 http://www.wikinomics.com/blog/?p=2630#comment-376130 [...] a key aspect of managing customer relationships online (I’ve talked before about how “customer service is the new marketing“). This is not trivial. It means matching the tremendous amount of time and energy spent on [...] [...] a key aspect of managing customer relationships online (I’ve talked before about how “customer service is the new marketing“). This is not trivial. It means matching the tremendous amount of time and energy spent on [...]

]]> By: Wikinomics» Blog Archive » Collaborative Construction http://www.wikinomics.com/blog/index.php/2009/02/27/maslows-hierarchy-of-customer-service/comment-page-1/#comment-310274 Wikinomics» Blog Archive » Collaborative Construction Fri, 18 Sep 2009 14:16:36 +0000 http://www.wikinomics.com/blog/?p=2630#comment-310274 [...] Greater sense of ownership from having engaged in the design as alluded to here [...] [...] Greater sense of ownership from having engaged in the design as alluded to here [...]

]]> By: Daniel Steiche http://www.wikinomics.com/blog/index.php/2009/02/27/maslows-hierarchy-of-customer-service/comment-page-1/#comment-254392 Daniel Steiche Tue, 03 Mar 2009 07:12:15 +0000 http://www.wikinomics.com/blog/?p=2630#comment-254392 The graphic is effective because it distills the essence of Maslow's Hierarchy of Needs into a working model for understanding both consumerism and capitalism itself. Working through this model enables needed fluidity to formulate actionable agendas designed to optimally respond to the ultimate determinants of an entity's security, longevity and impact - the people it serves, and the people it employs to deliver its promise to a diverse, empowered market. The graphic is effective because it distills the essence of Maslow’s Hierarchy of Needs into a working model for understanding both consumerism and capitalism itself. Working through this model enables needed fluidity to formulate actionable agendas designed to optimally respond to the ultimate determinants of an entity’s security, longevity and impact – the people it serves, and the people it employs to deliver its promise to a diverse, empowered market.

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