North American shale continues to rewrite the books, and its potential seems destined to spread globally. Simultaneously, new horizons are being forged offshore — from the ultra-deepwater of the world’s great oceans, to the lower-tertiary depths of the Gulf of … Continue reading
My father’s friend tells a funny story about when his recently engaged son asked what it was like to be married. In paraphrase, here’s what he told the wide-eyed young man: Years ago, your mother gave me two neckties as … Continue reading
In the 1970s, J.D. Power began publishing his ratings and rankings of initial quality as reported by new car buyers. The publishing of these results, which were based on comprehensive independent surveys designed and conducted by his firm, were notable for … Continue reading
A lot of life is about expectations. When expectations are not met, we tend to react negatively. Business is the same way. While it might feel good to make lofty claims concerning the reliability, value or benefit of our products or … Continue reading
Bottom-line pricing may be important to customers, but it continues to fee misconceptions when it comes to understanding customer satisfaction in the oilfield has to do with the role of pricing.To be sure, most people and organizations overestimate the impact pricing has … Continue reading
In Part 1 of this article, I explained how some restaurants’ practice of constantly refilling my iced tea glass actually leads to a diminished customer experience for me. I also hinted that I thought customers of oilfield suppliers could relate to … Continue reading
I like iced tea. In fact, I like it a lot. Over the course of a hot Houston Summer, I bet I drink a thousand glasses of iced tea, each with just the right amount of self-administered artificial sweetener. Because … Continue reading
The evidence that customer satisfaction deserves full consideration as a key metric for understanding, managing and anticipating the performance of today’s global oilfield suppliers continues to mount. Recently completed analysis indicates the strongest ties yet (statistical significance levels are now … Continue reading