My Twitter Feed- TabithaDunn: Part 1 cont - as promised - what level do you ask your cust sat or loyalty question http://bit.ly/ba5Kub August 31, 2010
- TabithaDunn: @mooney1 enjoy! August 30, 2010
- TabithaDunn: RT @toutie @MarshaCollier Join #custserv Tues 9p ET Topic “To Crowdsource or Silo (clearly defined system boundaries) Customer Service?” August 30, 2010
- TabithaDunn: @Turntablez Love that show! Greece is a lovely place (I lived there as a little girl). August 30, 2010
- TabithaDunn: @WriteTheCompany than you for the RT about my blog - more to come this week! I look forward to your thoughts. August 30, 2010
Just Asking…
Loading ...
Tag Archives: customer satisfaction
Part 1 cont. – Brand, product or service
When I am designing the key metric question (customer satisfaction or loyalty), I take a look at what I want to improve first. These questions can be asked at multiple levels – each will mean something different to my customers and each will give me different information to drive improvements.
Brand – Product – Service
Posted in Loyalty, Metrics
Tagged brand, customer loyalty, customer satisfaction, product, service, Survey Design
Leave a comment
Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty
I thought I would begin this discussion with the same place most people start thinking about a customer experience based program – what do I measure? Some version of this question is the most frequent one that I get from people and companies starting out on their journey. And I’d like to offer a straight forward, easy answer but really the answer is… it depends.
Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics
Tagged Change, Customer Experience, customer loyalty, customer satisfaction, Metrics, Program design
Leave a comment
The core of a customer experience program
With so many customer experience programs beginning, many people are asking, “Where do I start?” It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program. And it might be interesting for those of you who are already well under way in your program.
Customer Experience Professional
Customer experience is a growing specialty field. It goes by many names and titles but the disciplines are quite similar. As a member of this growing group of practitioners, I’m fascinated with the backgrounds where my colleagues come from. Many are from market research backgrounds (since getting the customer feedback is where you start a program) but mine is a different path. I come from an improvement background (project management, Lean Six sigma, program development, etc). I believe the heart of a customer experience program is identifying and driving customer fed improvements.
My Top 6 Customer Survey Design Suggestions
I’m going to try and avoid my soapbox here but I will warn you in advance that I may not be successful. You be the judge…
Posted in Communication, Customer Experience, Customers, Loyalty
Tagged best practices, customer loyalty, customer satisfaction, design, suggestions, survey
4 Comments