Comments on: The Primary Fuel of Dissatisfaction… http://www.onvectorconsulting.com/the-primary-fuel-of-dissatisfaction/ Line of Sight to Performance Excellence Sat, 04 Jan 2014 18:28:58 +0000 hourly 1 http://wordpress.org/?v=4.2.18 By: Leaders, For Customer Loyalty Prevent the Question Mark | Kate Nasser http://www.onvectorconsulting.com/the-primary-fuel-of-dissatisfaction/#comment-11 Tue, 01 Mar 2011 23:10:17 +0000 http://performancemanagementperspectives.wordpress.com/2010/07/11/the-primary-fuel-of-dissatisfaction#comment-11 […] am inspired to write this post on customer loyalty after reading The Primary Fuel of Dissatisfaction by Bob Champagne. He states that fear and uncertainty are the primary fuel of customer […]

]]> By: Links Customer Service Articles from “Performance Perspectives”… « Performance Perspectives http://www.onvectorconsulting.com/the-primary-fuel-of-dissatisfaction/#comment-10 Mon, 28 Feb 2011 18:55:14 +0000 http://performancemanagementperspectives.wordpress.com/2010/07/11/the-primary-fuel-of-dissatisfaction#comment-10 […] The Primary Fuel of Customer DISSATISFACTION […]

]]> By: To meet or exceed expectations? The answer may surprise you! « Performance Perspectives http://www.onvectorconsulting.com/the-primary-fuel-of-dissatisfaction/#comment-9 Mon, 28 Feb 2011 17:22:35 +0000 http://performancemanagementperspectives.wordpress.com/2010/07/11/the-primary-fuel-of-dissatisfaction#comment-9 […] Southwest Airlines is another good example. Come on!!–An airline that actually made money when everyone else was losing their tails, …and they don’t even have first class cabins or in-flight meals? That’s right. Because they MEET expectations that they set. No surprises (which in my view is a bigger key to Customer Satisfaction than over-delivery) […]

]]> By: Bob Champagne http://www.onvectorconsulting.com/the-primary-fuel-of-dissatisfaction/#comment-8 Sun, 27 Feb 2011 15:34:15 +0000 http://performancemanagementperspectives.wordpress.com/2010/07/11/the-primary-fuel-of-dissatisfaction#comment-8 Thanks for the kind words and the RT

As you can tell from the blog, most of my posts are geared to “Enterprise Performance Management”, but with more an organizational and cultural spin. I happen to find that the CS arena is a great one for applying these principles, and make for good case studies in reinforcing these points.

I look forward to following your posts as well.

Thanks again.

]]> By: Kate Nasser, The People-Skills Coach http://www.onvectorconsulting.com/the-primary-fuel-of-dissatisfaction/#comment-7 Sun, 27 Feb 2011 15:04:32 +0000 http://performancemanagementperspectives.wordpress.com/2010/07/11/the-primary-fuel-of-dissatisfaction#comment-7 Hi Bob,
You got it right “fear & uncertainty” — absolutely. It doesn’t matter how big or small the request, the underlying concern is fear/uncertainty.
“Will they do what they say?’
“Will they treat me well?”
“Will I lose money?”
“Will I be inconvenienced?”
“Will my customers be inconvenienced by my decision to use ______ company?”
“Will I be trapped by some system?”

and the beat of fear & uncertainty goes on.

Love your post. I will RT on Twitter. Here’s one of my customer service classic posts that expands on this theme:
—–
25 Worst Customer Service Stories to Train the Best CSRs
—–

I welcome comments and insights on my posts.

Warmest wishes and thanks,
Kate Nasser

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