This article describes the beneficial effects of having a continuous, measureable, proactive outreach program to assess satisfaction and enable quick escalations. While I could openly question the concept of “Completely Satisfied” (I mean, are we EVER completely satisfied?), it does show the beneficial effects of such a program not only to the end user but [...]
Facts & Figures: 2008 UK Customer Care Survey
March 30, 2009 By Leave a Comment
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 [...]
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 [...]
