3 Ways Customer Satisfaction Builds Your Brand
There are many business benefits to having strong customer satisfaction, including lower cost of sales, increased repeat purchase and happier employees. But satisfied customers help you build your brand in three important ways: 1. Differentiation/Distinction One of the main goals for brand building is establishing a competitive differentiation. This is more difficult than ever in […]
Read Your Customers’ Minds using Derived Importance Analysis
Why measure customer satisfaction? So you can improve it! The benefits of strong satisfaction are well documented in terms of business success. So the important thing is not just measuring customer satisfaction, but developing programs that will drive that satisfaction level higher. But how do you know what to do? If your customer satisfaction measurement […]
Increase Business Success by Measuring Customer Satisfaction: Four Key Metrics
“A satisfied customer is the best business strategy of all.” Michael LeBoeuf, American business author and former management professor at the University of New Orleans It’s indisputably better to have satisfied customers than dissatisfied customers. The research on the business benefits of superior customer satisfaction in both academia and business is extensive. Satisfied customers: Buy […]
4 Survey Design Flaws in Political Polling
Do you ever get the feeling that we only have elections to find out if the polls were right? Robert Orben, magician and comedy writer, 1927 Atlanta, GA – Infosurv Research’s home base – is the focus of two hotly contested races this year: one for the Governor’s office, the other for a seat in […]
How to Strengthen Your Brand with Engaged Employees
Many corporations spend million – if not hundreds of millions – on marketing campaigns to build their brand with customers. But one of the most cost-effective programs for brand building is sitting in the cubicle next to you: your employees. Many brands forget that they are delivered by employees and that the fastest way to […]
Show Me the Love: Are Your Employees Engaged In Creating Satisfied Customers?
Recently, research by American Express revealed that receiving great customer service triggers the same reactions in the brand as feeling loved. When 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when they thought about getting great customer service. However, the research went beyond self-reported measures and found that […]
Why You Should Conduct an Employee Engagement Study
There is nothing new about the importance of Employee Engagement as a measure of company health. CEOs, Consultants, Academics, and all sorts of people have been talking about it for years. Here are some classic examples: “To win in the marketplace you must first win in the workplace.” Doug Conant, CEO of Campbell’s Soup “When […]
How to Handle Job Satisfaction Survey Results
Congratulations! You have just received the results of your company’s annual Employee Satisfaction Survey. You now have measurements of the five key elements of Employee Engagement and a vast array of data on everything from perceptions of company leadership to ratings of various company benefits. You now know that 67% of your employees are satisfied […]
Beyond Satisfaction: Five Keys to Employee Engagement
A Typical Exit Scenario: Manager: Thanks for coming in. We’re sorry to see you go, so I’d like to conduct an exit interview with you. Exiting Employee: Okay. Manager: What made you dissatisfied with your employment here? Exiting Employee: I’m not dissatisfied. Manager: Well, what about your salary and benefits. Were you dissatisfied with those? […]
- « Previous
- 1
- 2
- 3