Benefits of customer satisfaction at the macro-economic level
What are the benefits of customer satisfaction at the macro-economic level?
Outsourcing
Outsourcing involves the transfer of the management and/or day-to-day execution of a business function to an external service provider.
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Best practice benchmarking
Benchmarking has become an important methodology for providing a fast-track to achieving organisational excellence. This topic sheets investigates the different types of best practice benchmarking and their relative benefits.
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eService or self-service
Self-service is the practice of serving oneself when interacting with a supplier of goods or services. eService is a term used to describe self-service via the internet
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Behaviours
What sort of behaviour is acceptable in the workplace and in the interaction between customers and service providers?
Contact centres
A contact centre or call centre is a centralised office used for receiving and/or making customer contacts by telephone, email fax or webchat
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Speech recognition
Speech recognition technology (hardware and software) can be used to enable customers to communicate with an organisation or an individual to communicate with a personal computer
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Headline customer satisfaction measure
The headline measure of overall customer satisfaction that organisations monitor from one period to the next does not benefit from one widely understood and universally adopted methodology.
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Customer behaviour
At the heart of customer behaviour is the way we make decisions about our purchasing and our supplier loyalty
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