Wednesday, 12 February 2014

Diminishing Returns in Customer Service

I'm working on a customer service module for a client's management development program and came across some interesting research showing that the connection between customer service and profit is non-linear.

   

In other words, better service = more profit up to a point, and then profit declines with improvements in service.

So instead of giving your customers more, give them what they value.

Simple.


Friday, 7 February 2014

Overwhelmed by Supernormal Stimuli

This fascinating article about supersnormal stimuli is copied from Quora...
A wise man rules his passions, a fool obeys them. Publius Syrus
Given the rapid pace of technology, one has to wonder whether or not our brains (and bodies) have been able to keep up with all the new “stimulation” that is available.

Fact is, a frightening amount of research suggests that many of the things we enjoy today would be classified as supernormal stimuli, a term evolutionary biologists use describe any stimulus that elicits a response more strongly than the stimulus for which it evolved, even if it is artificial—in other words, are “fake” stimuli like junk food and video games too much for our brains to handle?

It’s a question that deserves investigating.