You can tell it’s the holiday season! Its quiet in the office, and we found a recording of a guest lecture, given at Huddersfield University, and transferred it onto YouTube.
The lecture concentrated on customer satisfaction surveys in general, and on B2B client feedback in particular.
Appart from the fact that the talk lasts for 80 minutes and was given without notes, interesting features include candid judgements from yours truly on how to interpret customer feedback; the Cassandra phenomenon; and a review of how businesses are valued – accountants measure the fixed assets, but it is possible to be more scientific about the “goodwill”.
