Customer service

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