What is customer information? More importantly, what can we do with customer information that has positive effects on the bottom line?
Reward and recognition of employees is an essential part of the culture and practice of a successful organisation
A Mission Statement defines what an organisation does. A Vision Statement describes what the organisation wants to become.
Customer feedback is much more than compliments and complaints. What makes customers stay and go and how can we record and act on information?
People continually strive to achieve the greatest utility they can (i.e. maximise the benefit they gain for whatever cost they incur), they migrate to the suppliers that come closest to delivering it. In other words they search for and stay with companies that do best what matters most to customers. Customer satisfaction is the phrase commonly used to encapsulate this phenomenon.
Customer experiences are formed by a series of interactions with an organisation. It is desirable but uncommon to provide 100% solutions at one source to all customer needs. The delivery of suitable outcomes is therefore dependant on a chain of service, sometimes involving a number of different internal departments or even external suppliers. The service chain is only as good as its weakest link and any breakdown will affect the customer experience and the organisational reputation.
If we agree that a key organisational driver is to deliver customer service in a way that satisfies our customers, so it's important to know how satisfied our customers are. What are the techniques involved?
How can we tell how satisfied our customers are?
Interactive Voice Response (IVR) is a technology-based facility to enable a customer to interact with a computer by voice and keypad input
This topic explores how specific responsibility and hence accountability for customer service rests with an appropriate person and how the ethos of collective responsibility and individual accountability sit with each other.