Discussion Groups

OK, the next in a long line of virtual tasks has been completed. The SPEED module on NTU's VLP now has a discussion group! I want your opinion, so visit the VLP https://elearn.ntu.ac.uk/ making sure you log in correctly, visit the SPEED0001 module which you should have access to as SPEED students and click discussions at the bottom of the left hand menu. I wonder if as NTU students you would be more comfortable with a discussion board that only people who are actually on SPEED at NTU can see?

I know I have banged on about customer service before, but this time my question is different.

So, my question is- how do you measure customer satisfaction? This question has been troubling me recently. You see, I have been on a massive learning curve since joining NTU, not only people and procedures, but technology too. I have used lots of different tools and resources, and have been using this blog and other means to try and share them with you. As you would expect , I don't like the feeling that all this resource is wasted, or that I'm barking up the wrong tree...

(Aside- my dog Jack spends alot of time barking up the wrong tree. He has a squirrel fetish, so any slight rustle from above his head and well, you can't tear him away. Unfortunately the squirrels just hop quietly onto the next tree and away!)

But it's not all about me. What I really want to know is how do you measure what people want if they don't respond to you at first?

1. If they don't actually tell you to stop or that's it's rubbish, carry on, eventually somebody will tell you they like it. Very few people bother you when things are good.
2. Have patience. People can be slow to respond to stuff they see, have I mentioned the marketing wisdom that people have to see an advert SEVEN times before they respond to it? Depressing but more or less true.
3. Be persistent - if you throw enough balls at enough coconuts, you'll win a fish. I never thought I'd end up quoting Men Behaving Badly, but there you are.

In my past life in sewing machines, we used to say we sold one machine after three demonstrations, I guess that was experience, but it was pretty accurate. The first two demonstrations you do are really hard, but on the third things are clicking and your pitch is going well, and suddenly the customer is handing over the cash. I'm not saying it's always one in three, you'll find your level.

So I'm gonna keep on trying out new stuff and telling you about it, and hopefully you'll find it useful. BTW thanks for the tips on abbreviations, got not worries now.

Great website (in a research capacity you understand) http://www.askoxford.com/ go to the FAQs to learn all sorts of stuff about the English language you didn't know you needed

What does lol mean?

Help me please...I have been ashamed to admit to anyone that I don't know what 'lol' means! It's now got to the stage where I am afraid to ask the person including it in their text or email. I have been hiding my disgrace on this matter so I am coming clean, as I have puzzled over it for a long time. I have only just worked out what btw means, well I think I have! So can someone please give me a definition?

I have been mulling over the use of web 2.0 in a business context, how can it help my business to allow Joe Public to have control over the content of my website? I know many people are concerned about this, in business and other contexts for example politics or the workplace. I see it like this, if I want to sell to someone, I need to strike up a conversation with them. And if my business has a web presence, how can it be a conversation with them if they cannot reply?

Many people worry about the nature of web 2.0, whether it can be controlled or not. That's the scary part for people, will a disgruntled customer be able to post their complaints, will they be truthful or accurate? Firstly, as I banged on about before, if you have a great relationship with your customers complaints should be rare. If they feel comfortable in their relationship with you, they will take it directly to you, because they trust you to sort it out. Secondly, if you do get something inaccurate or worse, the customers you have a good relationship with will react to this , and your detractor will be in the minority. In fact, maybe this is the best way for issues to be resolved. You will look good and you won't have lifted a finger or paid anyone to do it for you!

BTW (!) who says that anything I post here is accurate or truthful, that's web 2.0! People power...or is that Puppy Power http://en.wikipedia.org/wiki/Scrappy-Doo

If you want a really good example of what web 2.0 is really about follow this link

http://www.youtube.com/watch?v=xFAWR6hzZek

Enjoy! But don't forget, lol- what does it mean?