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 […]

Read More

‘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 […]

Read More

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 […]

Read More

Contact Us

Thank You For Sharing This Page

Share By Email To:

Your Message:

CAPTCHA Image Change image

Enter the CAPTCHA code.

Share with more people?