Zanna

After a number of months’ radio silence, the time has come: the fieldwork is done! In the end, 6 companies from 4 different branches participated in my research, and I’ve completed the analyses for the 6 individual companies. That’s a pretty good source of a benchmark, you’d imagine…. A benchmark. I’ve yet to encounter a […]

My research also looks at the degree to which the organization in question has learning capacity, from both the customer and employee perspective. In terms of customers, this concerns whether or not they feel that the organization has reacted to their signals. For the employees, a more detailed study is required into their ideas regarding

As promised in the previous column, this column will discuss the relationship between the customer’s experience with customer service and his loyalty. Loyalty not only to the customer service but to the company as a whole. The results clearly show that there is plenty of munition with which to convince the management. That customer service

In September, I conducted my main research at the first participating organization, once again looking at the factors which steer customer satisfaction in their contact with customer service. A number of interesting differences became apparent versus the preliminary research, which now offer better insight into the underlying sentiments of customers. The preliminary research presented eight

6 November was the date of the annual ITO accessibility conference. One of the speakers at the conference was TNO, who presented their vision on the future of customer service. That would be service in 2017. In the end, I left their presentation feeling somewhat deflated… ITO had requested that I introduce the results of

As announced in the previous column, I shall be explaining the results of my preliminary research in the field of customer satisfaction, in this column. While the preliminary research confirms existing research information, it also adds a number of extremely innovative elements which play a role in customer satisfaction. Approach In this process too, I

The results of the preliminary research are known. Great results for both customer satisfaction and employee satisfaction. No less than 80% of customer satisfaction is accounted for by the variables I included in the research. That is sky high. But there is one factor which stands out above the rest… In order to gain an

As promised in the previous column, I’d like to share my experiences gained during my preliminary doctoral research. That preliminary research concerned employee satisfaction (one of the three spearheads of my research) within customer service. Missing elements Call me single-minded if you like, but after reading much of the available research regarding employee satisfaction in