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Uploaded first ever Verghis Group video

By Phil Verghis on May 12, 2011

Do have a peek and let me know what you think of it…

Can slowing down service improve ratings?

By Phil Verghis on May 8, 2011

For a while now, we have believed that making customers wait online can cause bad things to happen. Some interesting new research from two professors at Harvard Business School has shown that this may not always be the case.

It seems that if customers have to wait, and are shown why they are waiting (for example showing them what was being searched), they give higher ratings than if the results are instantly available. (Note: The information returned has to be ‘good’.)

Read the whole article at: http://bit.ly/slowservice

There’s hope for those of you with slow websites (albeit with good information)… Bring this article to your web team or IT team and talk to them about ‘labor illusion’.

New workshops and web pages

By Phil Verghis on May 1, 2011

Hours before I head to Santa Clara to speak at the conference (bit.ly/marcophilmetrics), and host a breakfast session on Social Media, I’ve updated my web site.

Added more information on the most common assessments and a whole new section on some much-requested training that we have been able to get into public workshops.


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