Customer service

Visible learning

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

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More grip on customers’ sentiments

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

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