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
