Can't get no satisfaction; creating emotional connections

Show topics
1. Why customer satisfaction isn't satisfactory
2. How a business drives sales through emotional connections with employees
3. Feedback

To listen, click on the podcast icon below.

Show notes

Links to people, companies, articles, blogs, etc. mentioned in the podcast:

* Home Depot
* Hank Hill
* Home Depot Opinion
* Dictionary definitions of satisfaction
* Lyrics to Satisfaction
* Gallup Management Journal article "Getting Emotional About Brands" (paid subscription req'd)
* Gallup Management Journal article "The Constant Contact" including the CE-11 metric (paid subscription req'd)
* Gallup Management Journal article "Customer Satisfaction is the Wrong Measure" (free)
* Mini Cooper
* XO Communications 
* Charlotte Metro Credit Union
* Bank of America
* Wachovia
* Southwest Airlines' "hire for skill, train for skill" philosophy
* Airline on A&E
* Arnold Schwarzenegger
* Holly Powers, The Kevin Eikenberry Group, Indianapolis
* Boris Yankov, Dimitrovgrad, Bulgaria
* Mary Bjorneby, Minneapolis
* Jason Berberich, Grand Forks, ND
* David Hart, Hart & Associates Fine Art, Kitchener, Ontario, Canada
* Carl Rogat, Notes4Review, Beaverton, OR
* Ryan Lisbon, Park Avenue of Wayzata, Minneapolis
* Seth Miller, Mostly Muppet blog
* Michael Chaffin, Star in the Margin blog, Pagosa Springs, CO
* Paul Peterson, Medtronic
* TiVo
* Mini the Wonder Dog

Show music
Intro/close: "G.L.S." by Salme Dahlstrom
Breaks 1, 2, 3: "Money" by Zymotic Flow
Break 4:  "Alley Kat" by Robin L. Klein and Scott P. Schreer  

Show length
32:46

Interview segment recording provided by Conference Calls Unlimited

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Comments

[Seth]

Thanks for the link and the mention in the podcast! I'll blog my thoughts on the latest iteration and trackback when I get the chance.

And it goes without saying that there's a story behind my domain. Maybe I'll talk about that as well.

[barry]

the home depot survey comes from the book Loyalty Rules by Frederick Reichheld. so they are checking the loyalty of the customer. I do like your comments concerning it. The ideals in the book are good tho.

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[Great boys]

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[MesappexiaRox]

Yes, New Moon was a runaway hit as we all suspcted in the box office but it's films like The Blind Side that really shocked me. I was so intruiged that I actually watched it last night. I couldn't wait for it to come out on DVD and didn't want to wait in line at the theatre. See it here http://www.watch-new-movies-free.com. No strings...its completely free.

[FloopsOdowl]

heya , im new to this forum/blog thing. its a good place full of good info :)

[SBIGGY]

Hey guys,