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Managing Expectations Creates Satisfied Customers (September 2007) |
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Customer satisfaction is a sought after goal of virtually every organization. No organization - other than a monopoly - can survive if it doesn't meet the needs of its customers and maintain a satisfied customer base. The research evidence regarding the impact of customer satisfaction is compelling. Satisfied customers buy more goods and services and purchase higher margin products. Satisfied customers recommend you to other potential customers. Satisfied customers have fewer service issues. Dissatisfied customers can actually cost you money. They tend to buy only when you offer a compelling sale. They complain more, have greater service demands, and speak ill of you to others. Customer dissatisfaction can be a significant profit detractor for your business. Read More |
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From Customer Service to Customer Satisfaction (April 2006) |
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Companies often use the term customer service and customer satisfaction interchangeably, but they are very different... Read more |
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Keep Customer Focus First (October 2005) |
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I seldom meet a leader who doesn't speak eloquently about his company's commitment to customer focus and service. Yet, poor customer service often appears to be the norm with plenty of personal stories to go around. Many companies can't even describe how they intend to deliver excellent customer focus, but most do have procedures to address customer issues.in other words, to correct poor service after the fact... Read more |
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Customer Focus Should Drive Culture (July 2005) |
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Culture is the combination of values, beliefs, and informal rules that describe "how things really work around here" and every organization has one. Cultures are not taught.they are caught. And once caught they are one of the most powerful tools for shaping and guiding behavior... Read more |
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