Thanks, But It Misses the Point – Part 2

Missing the Point

In Part 1 of this article, we discussed how restaurants’ practice of constantly refilling iced tea glasses without first asking can actually leads to a diminished customer experience for some.  We also hinted that we thought customers of oilfield suppliers could relate to this lesson.  We want to use the second part of this article to explain how.

When an organization decides it wants to address customer satisfaction, the process it follows can have a big impact on whether its succeeds.  When management does not think through and get involved in the process — opting instead for vague directives to “better serve our customers” or “create greater customer intimacy” — the results can prove ineffectual and even counterproductive. Continue reading “Thanks, But It Misses the Point – Part 2”

Customers & Investors – The Ties That Bind

Ties that Bind

The evidence that customer satisfaction is an important metric for understanding, managing and anticipating the performance of today’s global oilfield suppliers continues to mount.

Recently completed analysis indicates the strongest tie yet (statistical significance levels are now well over 95%) between publicly traded oilfield suppliers’ customer satisfaction levels—as measured in EnergyPoint Research’s independent surveys—and the subsequent stock-price performance. Continue reading “Customers & Investors – The Ties That Bind”