Customer feedback programs and the Sales team: not what you’d call a match made in heaven. However, some companies are using their Net Promoter program to deliver hard metrics for the sales group. This very interesting and informative webinar held by one of our business partners: CustomerGauge shows you how to do the same.
Think quick: to drive customer retention, should you focus on a deeper understanding of your customer segmentation or take action with the data that you already have?
If you said segment your customer data base with greater accuracy, you probably picked the wrong answer. According to research by Aberdeen Group (“How the Best in class use customer data to boost retention revenue in 2010”) best in class organizations focus on “doing” more than they do on analyzing. This certainly has the ring of truth based on my experience. [Read more…]
Over the past week or so, there has been a really great debate going on in LinkedIn over the organisational structure by which most effectively delivers Customer Experience Management. With more than 70 posts by a wide range of experienced professionals, it’s been one of the most interesting discussions I’ve seen on LinkedIn.
However, with 13 pages of content and so many comments, it’s hard to get a hold of what is being said. So I thought I’d summarize the post into a best practice organisational structure approach to delivering customer experience management. [Read more…]
Recently, a colleague of mine had an interesting conversation with the service delivery manager for a well known IT company. The discussion turned to customer experience management and the service deliver managers noted that his only “measurements” of the customer experience were, essentially, the ITIL service delivery process.
If you’ve never heard of ITIL you probably don’t need to worry about it. It is a framework of concepts and process for IT systems development and management. If you’re keen to know more have a look on Wikipedia ITIL.
On the other hand, if you use the ITIL Framework in your business, the questions you should be asking yourself are; [Read more…]
Mystery shopping has been with us for many years. And recently, a new way to measure the customer experience has become popular: transactional customer surveys.
Transactional surveys, such as transactional Net Promoter Score® surveys, have only become practical in the last few years. This style of survey collects customer views and perceptions via a short survey instrument just after the customer has passed through a key business touch-point. [Read more…]