http://measuring-satisfaction.com/2009/03/27/facts-figures/ Here’s a nice summary of a recent Customer Care Survey (in the UK, but I suspect not much different here in the US), touching several of our larger vertical markets. One Big takeaway: When it takes many multiple contacts to resolve problems, it contributes exponentially to dissatisfaction. Could a more proactive, educative approach to customer [...]
Article / Study: Turning Customer Pain Into Customer Gain
March 23, 2009 By Leave a Comment
A recent article in Forbes.com by Donovan Neale-May of the CMO Council is quite germane to our business and that of our most of our clients. Frequent (or even occasional) visitors to this blog will see a familiar theme, i.e.: Making sure that even in an economic downturn, you take good care of your customers! [...]
Bringing Your Customer Experience Wish List to Life
March 12, 2009 By Leave a Comment
Wouldn’t it be great if you could know for certain which of your customer touchpoints are the ones that are key drivers of their satisfaction with you? Wouldn’t it be fantastic to be able to focus investment in those particular areas that your customers care about most, and not waste time and expense on those [...]
destinationCRM.com: 5 Recession-Busting Customer Service Strategies
March 9, 2009 By 2 Comments
destinationCRM.com: 5 Recession-Busting Customer Service Strategies Posted using ShareThis More on the theme of boosting customer service and the customer experience, especially in this economic downturn. A Forrester Research report is framed in the article. I found this quote particularly telling: A major issue Petouhoff finds with many companies is that the c-level executives do [...]
