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Tag Archives: customer satisfaction
HBR Article: Beating the Market with Customer Satisfaction
Even though this article is about three years old, I …
Posted in Customer Care, Customer Experience Management, Customer Understanding Research
Tagged ACSI, Christopher W. Hart, Customer Care, customer satisfaction, HBR, Why Service Matters
No Easy Answers to Excellence?
(a.k.a., Real Solutions vs. Point Solutions) There’s an old saying; …
Posted in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess
Tagged Customer Experience Management, customer satisfaction, customer service, differentiate on service quality, measure customer satisfaction, measuring satisfaction, no easy answers to excellence, real solutions vs. point solutions
Article: Cable Improved J.D. Power TV Scores — But the Competition Did, Too
http://www.multichannel.com/blog/BIT_RATE/23687-Cable_Improved_J_D_Power_TV_Scores_But_the_Competition_Did_Too.php Original article by Todd Spangler If you only glanced …
Posted in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess
Tagged Cable, customer satisfaction, J.D. Power, measuring satisfaction
Article: Completely Satisfied
This article describes the beneficial effects of having a continuous, …
Posted in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess
Tagged CE360, customer satisfaction, measuring satisfaction, proactive approach to customer care
Proactive Customer Education: Positive Impact on Recommender Ratings
How do you increase the likelihood of your customers recommending …
Posted in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess
Tagged Customer Experience Management, customer satisfaction, educate customers, improve customer satisfaction, net recommender, post-service management, proactive customer education, recommender scores
Facts & Figures: 2008 UK Customer Care Survey
http://measuring-satisfaction.com/2009/03/27/facts-figures/ Here’s a nice summary of a recent Customer Care …
Posted in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess
Tagged CE360, Customer Care Survey, customer satisfaction, measuring satisfaction, OnProcess, proactive approach to customer care
Article / Study: Turning Customer Pain Into Customer Gain
A recent article in Forbes.com by Donovan Neale-May of the …
Posted in Customer Experience Management, OnProcess
Tagged better customer analytics and engagement, Customer Experience Management, customer experience ownership, customer retention, customer satisfaction, maintaining customer satisfaction in a downturn
360° Visibility: Why Failures Are Important
Focusing on just return rates is not enough to ensure a successful Asset Retrieval program – in order to provide continuous improvement, you must have complete visibility into failures as well as successes.
Posted in OnProcess
Tagged 360 degree visibilility, Asset Recovery, asset retrieval, customer satisfaction, escalation management, return rates, Tilson Bennett
Asset Retrieval is Critical in This Difficult Economy
With lending and borrowing tighter, if in fact not available, …
Posted in Asset Recovery, OnProcess
Tagged Asset Recovery, asset retrieval, customer satisfaction, finding capital, reducing capital expenditure, Steve Kirstein, strategies for managing in economic downturn
