Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. I’ve never been an NPS fan and the CES is still too new, so I wanted to check it for myself. And how about customer satisfaction (CSat)? Well, nobody seems to think it’s sexy anymore… This blog therefore contains a passionate and […]
Customer service generates loyal customers (dissertation of PhD)
Prefer the Dutch version of the blog? Check out the blog on Marketingfacts. Wednesday 08-02-12, the day had finally arrived. After 6.5 years of hard labor, I could finally defend my dissertation, whose theme was the role of customer service in relations management. I had paid attention to both the customer and employee perspectives, and […]
Putting customer centricity on the map: via complaints management or customer signals management?
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. If, as an organization, you want to improve your services from the customer’s point of view, learning from complaints is the ideal starting point. Or is it? Many pioneers in the field of customer centricity within B2C service providers have discovered how […]
Customer service: the secret weapon wielded by marketers
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. More and more organizations are becoming aware of the importance of retaining customers. Luckily, the focus no longer lies only on new customers and sales, though customer retention is still overlooked by many organizations. Marketers whose portfolio requires them to retain customers, […]
The 7 drivers of a top customer service experience
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. It’s been a year now since the whole of the Netherlands had an opinion on customer service in the country because of the case highlighted by a famous Dutch columnist. It even attracted ministerial attention, with the Minister for economic affairs insisting […]
Effective steering of customer experience
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Many organizations struggle with the challenge of effectively steering their customer experience. In fact, my thesis showed that 1 out of 3 customer service employees believed the customer input to be insufficiently used for gearing services to customer needs. So how should […]
Customer satisfaction improves financial performance
Even in 2011, there are still companies which doubt the financial value of satisfied customers. I know, it’s hard to believe….. They wonder whether investing in satisfied customers will in the end truly influence turnover, profit, cash flow, shareholder value, etc. Various articles have already been published in which this relationship is proven. They have […]
Customer service achieves true loyalty
The previous column described the various dimensions of CCC Quality. Of course the next question is, what is the impact of CCC Quality on satisfaction, trust, commitment and loyalty? My research showed good quality of customer service to have the greatest impact on satisfaction and trust, and therefore to play an important role in creating […]
Customer contact center job quality
Besides those aspects which customers believe important for a good experience with customer service, I also looked at what employees believe important in order to gain satisfaction with their work within customer service. In much the same way as CCC Quality for customers, I have also identified a number of new dimensions for CCC Job […]
CCC Quality versus SERVQUAL
I’m sure most of you will be familiar with the term SERVQUAL . It is a measuring scale used to gage the quality of the service provided by an organization, from the customer’s perspective. It is based on the concept that high quality service has a positive impact on customer satisfaction. The question which occurred […]