In the dialog with companies nowadays, you will be hard pushed to find a company that isn’t talking about ‘customer centricity’. Sentences such as ‘we need to be more customer centric’ and ‘we need to focus more on the customer’ regularly pass by. So what is customer centricity (see this table that compares product-, customer- […]
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 […]
Justification? Value creation!
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 […]
Drivers of employee satisfaction
Following the munition fired at management in my previous column concerning the value-creating role of customer service, it’s now time to look at the employee results. The results of the first two participants seem to sketch a picture of a homogeneous total set of drivers which play a role (this set of drivers influences 65% […]
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 […]