Just as Turner Classic Movies’ program “The Essentials” focuses on iconic films over time, there are also essential questions for measuring customer satisfaction. But we call our essentials KISS: Keep … Read More
Plugging the Hole in the Bucket with Employee Engagement and Customer Satisfaction
I used to work for a Chief Marketing Officer who would talk about the “hole in the bucket.” He was of the opinion that, no matter how wonderful our marketing … Read More
What You Might Be Missing From Measuring Customer Satisfaction?
Many companies make the mistake of measuring customer satisfaction in isolation. However, new research from Washington State University suggests that that employee engagement is directly linked to customer satisfaction, Because … Read More
Infosurv’s 5 Steps for a Great Customer Experience
While cars have evolved over the past decades, not much has evolved when it comes to the actual retail buying process at a dealership. Just last month I was in … Read More
How to Spot the Warning Signs of Customer Dissatisfaction
Achieving customer satisfaction is a pretty low bar these days. Several research studies have shown that customer expectations of service, for many industries, are extremely low, as are their expectations … Read More
Customer Satisfaction is 50% Performance and 50% Communication [e-Book Download]
It’s been said that customer satisfaction is the result of 50% performance and 50% communications. Well, perhaps that’s not the actual percentages in all cases. However, creating truly satisfied customers, … Read More
Increase Business Success by Measuring Customer Satisfaction: Four Key Metrics
“A satisfied customer is the best business strategy of all.” Michael LeBoeuf, American business author and former management professor at the University of New Orleans It’s indisputably better to have … Read More