Just as Turner Classic Movies’ program “The Essentials” focuses on iconic films over time, there are also essential questions for measuring customer satisfaction. But we call our essentials KISS: Keep It Short and Simple. There are two key reasons researchers are minimizing the number of questions included in a survey. First, respondents hate long surveys, […]
“There are only three measurements that tell you nearly everything you need to know about your organization’s overall performance: employee engagement, customer satisfaction, and cash flow. It goes without saying that no company, small or large, can win over the long run without energized employees who believe in the mission and understand how to achieve […]
“The customer is always right” That was first said in 1908 by César Ritz, the celebrated French hotelier credited with saying ‘Le client n’a jamais tort’, which, strictly translated, is ‘The customer is never wrong’. Marshall Field also used the phrase in his iconic Chicago department store and it was latter coined by Harry Gordon Selfridge, the […]
The digital age offers businesses a huge opportunity to stand out from their competitors and gain customer loyalty. Quote: “Smart businesses should come to realize that the customer service bar is lower— and that today, it’s easier than ever to differentiate your company from the pack with (crazy as it seems) actual quality customer service.”- […]
“It has been said that something as small as the flutter of a butterfly’s wing can ultimately cause a typhoon halfway around the world.” – Chaos Theory Chaos Theory argues that, if you change one thing, you change everything, because of the innate interdependence of everything in the world. Customer satisfaction is a lot like […]
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 […]
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 […]
