Close the Gap between Customer Promise and Customer Experience in 4 Steps
Mass-communication creates expectations, but when the customer does decide to contact you, how will you know if these expectations are met? A lot of companies do not know their customer’s experience in...
View ArticleNew Interest in, and New Tools for Measuring, Customer Satisfaction
There’s new interest in solving an age-old corporate problem: how to measure customer satisfaction. There are new tools for doing so, too. Companies for years have surveyed their customers and...
View ArticleAre Customers As Loyal As Puppies?
Then Why Do They Often Follow the Salesperson Out the Door? I have always been intrigued by company loyalty programs. I have noticed that even in my own behavior, loyalty programs do influence where I...
View ArticleManagement Imperative #1: Invest In Culture As A Corporate Asset
Why do companies create capital expenditure approval processes and develop strict cash management procedures? To manage their corporate assets. But executives often spend little time, if any, focusing...
View Article5 Steps to Keeping Your Customers
Financial turmoil, economic crisis, credit crunch – haven’t we heard enough? The CEO of TeleFaction looks at ways you can find ways of keeping your customers. It is evident, however,that in these times...
View ArticleWho translates today’s voice of the customer to tomorrow’s actions?
We look at how translating today’s lessons into actions that make a positive difference for customers and organizations alike. Bringing the customer’s point of view into company operating decisions has...
View Article3 Steps To Start Listening To Your Customers
In TeleFaction we have worked with the Voice of the Customer disciplines for almost 10 years now. We came up with the term ‘Return on Behavior’ because we believe that working with employees and...
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