Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. It’s been a year now since the whole of the Netherlands had an opinion on customer service in the country because of the case highlighted by a famous Dutch columnist. It even attracted ministerial attention, with the Minister for economic affairs insisting […]
The 7 drivers of a top customer service experience Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Many organizations struggle with the challenge of effectively steering their customer experience. In fact, my thesis showed that 1 out of 3 customer service employees believed the customer input to be insufficiently used for gearing services to customer needs. So how should
Effective steering of customer experience Read More »
Even in 2011, there are still companies which doubt the financial value of satisfied customers. I know, it’s hard to believe….. They wonder whether investing in satisfied customers will in the end truly influence turnover, profit, cash flow, shareholder value, etc. Various articles have already been published in which this relationship is proven. They have
Customer satisfaction improves financial performance Read More »
The previous column described the various dimensions of CCC Quality. Of course the next question is, what is the impact of CCC Quality on satisfaction, trust, commitment and loyalty? My research showed good quality of customer service to have the greatest impact on satisfaction and trust, and therefore to play an important role in creating
Customer service achieves true loyalty Read More »
Besides those aspects which customers believe important for a good experience with customer service, I also looked at what employees believe important in order to gain satisfaction with their work within customer service. In much the same way as CCC Quality for customers, I have also identified a number of new dimensions for CCC Job
Customer contact center job quality Read More »
I’m sure most of you will be familiar with the term SERVQUAL . It is a measuring scale used to gage the quality of the service provided by an organization, from the customer’s perspective. It is based on the concept that high quality service has a positive impact on customer satisfaction. The question which occurred
CCC Quality versus SERVQUAL Read More »
Customer satisfaction surveys. Hmm, what to do with them? Every organization has them. And very few organizations design them in such a way that they really work. We all want to steer towards a more customer-centric organization. And customer satisfaction surveys are often seen to be an important tool in doing so. Rightly so…? In
The sense and nonsense of customer satisfaction surveys Read More »
In this column, I describe the success factors and pitfalls when putting Customer signals management into practice within your own organization. If you’re ready to take action, the column provides you with do’s and don’ts when tackling Customer signals management in your own organization. Because it’s not quite as simple as it might sound… Create
Customer signals management: what are the success factors? Read More »
In my previous column I described the need for a quantum leap in customer service. The next important question for organizations ready to take this step is then: how do I achieve this quantum leap? In this column, I’ll be describing a concept that helps organizations implement this change in practice: customer signals management. Let’s
Customer signals management: an introduction Read More »
Last time around, the column ended with my appeal that the time is right for contact centers to take a quantum leap. And I don’t think they should wait too long before springing into action. Any organization doing it now will have a considerable head start over those companies who still apply the more traditional,
Quantum leap by customer service Read More »
