The Importance of Multi-dimensional Research
Were you satisfied with your experience in store today? Were you satisfied with your purchase? No matter how it is dressed up, this is a Yes / No question, though perhaps not in a single word. The feedback gained is either positive or negative and while it can be cross-referenced against demographics, or any other variable at hand, its use is limited by the single dimension of the response.
Putting CSAT Actions into Perspective
Measuring Customer Satisfaction can sometime focus organisations
on the wrong thing - their satisfied customers rather than their
Many organisations recognise the intrinsic value of capturing Customer Satisfaction (CSAT) feedback. As a KPI that informs a business of its erformance through the eyes of its actual customers, it provides a tangible framework for companies to identify areas where customer experience could be improved.
Net Promoter Score and Your Brand Reputation
Over the past few years there are two popular business themes that have accounted for many articles, blogs, presentations and even enough books to fill a shelf or two. However they never appear to be mentioned in the same article, let alone discussed together. Yet these two phenomena are interrelated and need to be considered at least side by side as two facets of the same thing.
Dissatisfaction as a Key Metric
Companies have long used Customer Satisfaction (CSAT) as a means to evaluate sentiment within their customer base. There are multiple ways and means to capture, report, analyse and action this information, both quantitatively and qualitatively. Specific research methodologies are often combined in an attempt to deliver the most rounded view possible and this field of research continues to evolve. Perhaps the most significant development in the last decade was the introduction of the Net Promoter Score, but there are other ways of looking at customer sentiment beyond CSAT, including Customer Effort and Dissatisfaction.
Delivering Customer Experience - a 3 Dimensional Model
There is a lot of focus on the importance of Customer Experience and how crucial it is that it is delivered consistently.
In simple terms this means 'Every Customer Every Time', and said quickly it sounds straight forward. But as anyone involved in Operations, Logistics, Customer Management, or working in a customer-facing role knows, this is far from easy. Breaking the task of delivering Customer Experience into its component parts helps to understand the subject and helps you take control of this part of your business.
Cause and Effect - Looking at both sides now
When it comes to Customer Experience who do you look to for an understanding of what you need to do to improve?
While the competitive landscape on which organisations compete continues to change at high speed, the need for winning and keeping customers remains the same. Success in business has always been driven by an organisation's ability to attract and retain customers. The continuing tough economic climate puts more pressure than ever on price and service in order to remain competitive.
Perspectives on Customer Experience
When it comes to Customer Experience, is your business starved of insights?
Most companies these days have data coming in from every corner of their business. Internally it will come from operations, stores, finance; externally data will arrive from suppliers, business partners, and of course all those market research providers, to name but a few.
Staff Satisfaction - The Key to Customer Attraction and Retention
The Institute of Customer Service estimates that in 2009 some 30% of organisations cut back on their investment in customer service training. Perhaps more worrying was their finding that around 20% had actually gone as far as laying off some customer facing staff.
Customer Satisfaction Surveys - Searching for Insight Outside
Mystery Shopping is an effective performance measurement and improvement tool to drive the provision of customer service in your outlets because of the detail it can provide on what the staff member did and did not do and can provide focused action plans at store level.
Quality First - What ISO 9001:2000 Accreditation Means For You
With a wide selection of suppliers available in a global market, it becomes difficult for businesses to assess an organisation's dedication to quality without substantial resource investment. How can you be sure you're dealing with a company who is dedicated to quality? And how can businesses accurately and subjectively gauge their own improvements in quality?
Going Beyond Average - The Long Tail of Dissatisfaction
In the middle of a downturn, customers are becoming increasingly aware of the need for good service, good products and most importantly good value. During these times businesses need to do all they can to retain customers and stop them leaking away to our competitors.