Customer Service Measurements

Measure Customer Satisfaction With Surveys That Are Worth The Time

A manufacturer complains that his efforts to measure customer satisfaction are rarely successful. His customers just don’t return the satisfaction surveys he sends out. A leading resort gets back just 30% of the comment cards […]

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‘I Want To Speak To A Supervisor’ Part 2: How To Improve Customer Satisfaction

In my regular newsletter, I pointed out how companies should empower and support frontline staff to improve customer satisfaction by doing what the supervisor ultimately does, without having to check with the supervisor each and […]

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Put A CORC In Your Budget To Improve Customer Loyalty

Alok Kumar is Chief of Operations for a major telecommunications company. In Kumar’s business, it takes eight to nine months of revenue to recapture the “acquisition costs” of each new customer. Think about that: just […]

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