Article: Completely Satisfied July 1, 2009
Posted by OnProcess Technology in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess.Tags: CE360, customer satisfaction, measuring satisfaction, proactive approach to customer care
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This article describes the beneficial effects of having a continuous, measureable, proactive outreach program to assess satisfaction and enable quick escalations.
While I could openly question the concept of “Completely Satisfied” (I mean, are we EVER completely satisfied?), it does show the beneficial effects of such a program not only to the end user but to the enterprise (no pun intended) and its brand.
See the 1to1 Media article: Completely Satisfied
–sk
Facts & Figures: 2008 UK Customer Care Survey March 30, 2009
Posted by OnProcess Technology in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess.Tags: CE360, Customer Care Survey, customer satisfaction, measuring satisfaction, OnProcess, proactive approach to customer care
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http://measuring-satisfaction.com/2009/03/27/facts-figures/
Here’s a nice summary of a recent Customer Care Survey (in the UK, but I suspect not much different here in the US), touching several of our larger vertical markets.
One Big takeaway: When it takes many multiple contacts to resolve problems, it contributes exponentially to dissatisfaction.
Could a more proactive, educative approach to customer care address this problem? Our CE360™ customers certainly are finding it so.
In this tough economic climate, every current customer relationship is even more important to maintaining profitability. By adopting a comprehensive, proactive approach to customer care, you minimize the potential for dissatisfaction, brand erosion and defection.
–sk
Bringing Your Customer Experience Wish List to Life March 12, 2009
Posted by OnProcess Technology in Asset Retrieval, Customer Experience Management, Customer Understanding Research, OnProcess, Warranty Management.Tags: call center, CE360, customer experience improvement, Customer Experience Management, customer experience measurement, customer experience survey, customer touchpoints, data-driven insights, maximize customer satisfaction, optimize investment in customer satisfaction, recommender score, warranty replacement programs
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Wouldn’t it be great if you could know for certain which of your customer touchpoints are the ones that are key drivers of their satisfaction with you?
Wouldn’t it be fantastic to be able to focus investment in those particular areas that your customers care about most, and not waste time and expense on those that don’t affect their satisfaction?
If you could identify the critical factors that drive the highest levels of customer satisfaction and recommendations, how much would that be worth to you?
Do you think it would be valuable to know what levels of customer satisfaction are adequate to retain the most customers, and what levels are most likely to drive defection, and to have that information in an intuitive visual format?
Like, uh, for example, this one?
In your warranty replacement programs, for example, would you like to be able to optimize shipping methods and shipping charge assessments to provide the highest levels of customer satisfaction AS WELL AS minimize shipping cost exposure?
You probably know where this is going, don’t you?
Yeah, you guessed it. Our clients get this kind of thing now. From OnProcess Technology’s CE360™.
Not just a call center, or a survey company, or a software company.
A total solution that provides program design and execution, answers, data-driven insights, huge cost savings, and differentiation on service, instead of price.
Let us know if you’d like to talk.
–sk
