Entries by Bill Fonvielle


Why Expectations Surveys Fall Flat (And What to Do About It)

Chances are you have run across an expectations-based survey in the not too distant past. Though not as ubiquitous as NPS (Net Promoter Score) surveys, Expectations Surveys turn up in a variety of guises – “customer feedback surveys” – especially in service industries such as hospitality and healthcare: product reviews, appraisals of various sorts and employee performance reviews.


The Art of Employee Surveys

The ancient Greek philosopher Heraclitus is often credited with saying “no one can step twice into the same river.” In other words, change is the one constant we can be sure of. It is not the same river and they are not the same person. Both, for better or worse, have changed. His words ring true for most things in life, in love and in business. Everything, in fact, except Employee Surveys.

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Weak Emotion: Is Customer Satisfaction Strong Enough to Increase Brand Loyalty?

The late Robert Plutchik was perhaps the leading expert on emotions. He theorised that each basic emotion has a counterpart. Thus, surprise is the opposite of anticipation and fear the opposite of anger. Moreover, emotions vary in intensity, from very weak to very intense. Thus, anger goes from annoyance to fury. Joy goes from serenity to ecstasy. Human behaviour, in spite of logic, is almost always linked to an emotional response.


The True Meaning Of Value

In a conversation with my financial adviser recently I was struck by how she used the word value.

In the financial industry, value is commonly used to mean profit. This, of course, is a very narrow definition of value; others use the word value in highly varied or loose ways. But we think the business world gives rise to a precise and very useful definition of value, or value for money, which is expressed by this equation.