Posted by Maria Gray
Customer Satisfaction is much more than just a number; it’s a gateway to understanding your customers’ emotions and expectations and more importantly, a means to continuously improve the Customer...
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April 23, 2015
Topics:
Customer Satisfaction,
Improve Customer Satisfaction
Posted by Bob Winnington
We all know the benefits of providing excellent Customer Service, but what are the key characteristics of high performing service organisations?
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March 17, 2015
Topics:
Contact Centre,
Customer Satisfaction,
Customer Effort
Posted by Bob Winnington
During my time with the Institute of Customer Service, I had a lot of involvement with the UK Customer Satisfaction Index; a twice yearly survey that achieves around 40,000 responses from around...
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March 13, 2015
Topics:
Contact Centre,
Customer Satisfaction
Posted by Mike McMaster
21 years ago, back when Justin, Britney and Christina were all still in the Mickey Mouse Club, I was a young, very inexperienced Marketing Executive intern huddled over a high power (486) computer,...
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December 17, 2014
Topics:
Customer Satisfaction,
Customer Insight
Posted by Molly
Under their main company values AT&T state the promise to "understand what customers want and deliver it". Seems like a pretty simple concept, and probably one that most companies should share.
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August 29, 2014
Topics:
Customer Loyalty,
Customer Satisfaction
Posted by Mike McMaster
Just in case you didn’t have enough worry in your life already, now you get to worry about survey fatigue. Are you over-surveying your customers? Are they getting fed up of all the questions? Or,...
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June 27, 2014
Topics:
Customer Satisfaction,
Customer Satisfaction Survey
