Currently viewing the tag: "customer satisfaction"
Let me paint you a typical problem in a home office scenario: You are working at home finishing a document you need for your meeting on Monday morning, click on Print – and nothing happens. Try again, still nothing. You go through your standard “repair” techniques: turn the printer off and on, unplug the connecting [...]
Today Nexidia announced a new solution that allows call centers to use speech analytics in real time.
Normally this would have been very cool by itself (despite what you see in movies the technology we have cannot yet select a phone conversation from among millions – or even thousands – based on [...]
How do you measure the effect of a conversation?
Until now, and still continuing in most contact centers, Customer Service has been measured on the efficiency of its performance: number of calls per hour, times it takes to answer a question, time to answer an email, etc.
Organizations that moved to managing experiences migrated their [...]
Feelings cannot be measured.
Lighting cannot be caught in a bottle.
Cold Fusion is (for now) a dream.
The only difference between these three statements is that some people will actually believe that the first one is wrong. They are the ones who will try to measure customer satisfaction or customer loyalty. The same way [...]
You are doing Loyalty the wrong way.
There are two models of loyalty: emotional and intellectual.
Emotional loyalty is when the customer develops feelings about doing business with you and your products, when they absolutely “love” what you do and would not think of doing business with anyone else. Price is not an issue and [...]
You can’t have loyalty without trust.
Sounds simple enough, you can repeat it, you can stand behind it – what does it mean?
If you really want to build customers loyalty among your customers, forget having it as a goal. You shouldn’t even try to improve customer satisfaction. Those metrics don’t reflect the truth behind [...]
Would you like to know why your measurement program will fail before you launch it?
It is not about choosing metrics, designing reports, or training business users on the proper use of DIY reporting tools – none of those would guarantee success. It is not about taking the metrics you are using now in your [...]
To deliver constant satisfaction you have to set high expectations and over-deliver, but more importantly – make sure you have the right customers!
