Author Archives: Naomi Karten

© 2003 Naomi Karten, www.nkarten.com A black hole is a place in the cosmos where things get swallowed up, never again to emerge. Although I love to travel, it’s not the sort of destination I’m eager to visit. This is … Continue reading →

© 2003 Naomi Karten, www.nkarten.com When I ask people how to get somewhere, I hate it when they rattle off a bunch of directions followed by, “It’s easy, you can’t miss it.” When they say, “You can’t miss it,” I … Continue reading → Continue reading →

© Naomi Karten, www.nkarten.com (This article originally appeared in Perceptions and Realities newsletter.) Personalized attention. That’s what this article is about. The two left feet in the title are my own, and personalized attention is something I’ve come to realize … Continue reading → Continue reading →

© Naomi Karten, www.nkarten.com (This article originally appeared in Perceptions & Realities newsletter, www.nkarten.com/newslet.html). A frequently touted claim is that when customers have positive experiences, they tell 3 other people and when they have negative experiences, they tell 11 others. … Continue reading → Continue reading →

© 2001 Naomi Karten, www.nkarten.com When is a thank you not a thank you? Consider these situations: The anonymous thank you While preparing an important presentation, a woman named Ginny requested and received assistance from six people. The presentation was … Continue reading → Continue reading →

© 2003 Naomi Karten, www.nkarten.com This is the story of a runaway cat that helped me make a point during a seminar I was presenting to a client company. We were discussing how easy it is to make false assumptions … Continue reading → Continue reading →

© Naomi Karten, www.nkarten.com (This article originally appeared in Perceptions & Realities newsletter, www.nkarten.com/newslet.html). The weather seems to have gotten colder as I’ve gotten older. As a result, the ski jacket that once kept me warm became too skimpy. Sensible … Continue reading →

©2001 Naomi Karten, www.nkarten.com It was a gray and gloomy day when we pulled into the ski area parking lot, and decided to sit a spell to see if the sun would shine. A carload of skiers pulled in next … Continue reading →

© Naomi Karten, www.nkarten.com If organizations really want customer feedback, why do they make it so difficult for customers to provide that feedback? Here are some examples of common flaws and how to avoid them: 1. Requesting feedback about the … Continue reading → Continue reading →

© 2000 Naomi Karten, www.nkarten.com Do you ever mystify your customers with vague or ambiguous information? Do you ever provide explanations that seem to leave them befuddled? I experienced the feeling of ambiguity-induced befuddlement recently in using one of those … Continue reading → Continue reading →

© 2000 Naomi Karten, www.nkarten.com I was doing something dumb in using one of my software packages. Modesty prevents me from boring you with the details. Suffice it to say that although it didn’t keep me doing my work, it … Continue reading → Continue reading →

© 2000 Naomi Karten, www.nkarten.com Good Editing is far more than adjusting the punctuation. Over the past few months, I’ve had the opportunity to experience expert editing, as I’ve worked closely with a Dorset House editor to finalize a book … Continue reading →