Customer satisfaction surveys. Hmm, what to do with them? Every organization has them. And very few organizations design them in such a way that they really work. We all want to steer towards a more customer-centric organization. And customer satisfaction surveys are often seen to be an important tool in doing so. Rightly so…? In […]
Customer signals management: what are the success factors?
In this column, I describe the success factors and pitfalls when putting Customer signals management into practice within your own organization. If you’re ready to take action, the column provides you with do’s and don’ts when tackling Customer signals management in your own organization. Because it’s not quite as simple as it might sound… Create […]
Customer signals management: an introduction
In my previous column I described the need for a quantum leap in customer service. The next important question for organizations ready to take this step is then: how do I achieve this quantum leap? In this column, I’ll be describing a concept that helps organizations implement this change in practice: customer signals management. Let’s […]
Quantum leap by customer service
Last time around, the column ended with my appeal that the time is right for contact centers to take a quantum leap. And I don’t think they should wait too long before springing into action. Any organization doing it now will have a considerable head start over those companies who still apply the more traditional, […]
To benchmark or not to benchmark
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 […]