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Digg it UP - Customer Satisfaction is a Rearview Mirror
While referrals are one of the most important sources of new clients for therapists and coaches, how to get them seems to be something of a mystery. Below is a five-step referral strat
Key Learning Point
Measuring customer satisfaction is important, but the future lies before you, not behind.
Action Steps
Measure your customer's loyalty, not just their cur
As opposed to the other food service careers, bartending is one job where personal style counts the most. The best bartenders I've known always have a personality to them, and some eve
One package delivery company uses a regular survey to measure customer satisfaction: shipping volume (increasing, decreasing or stable), error rate (packages lost, damaged or delayed), and customer rating (happy, neutral or upset).
While these indicators provide a valid snapshot of performance and customer opinion, they are lagging rather than leading, like looking in the rearview mirror.
The difference between customer satisfaction and customer loyalty is illustrated by these future-facing indicators now being used by the delivery company:
1. Future business: How strong is your customer’s intention and commitment to do business with you in the future? (Absolutely – Maybe – Definitely not)
2. Positive word-of-mouth: How vigorously do customers praise and recommend you to others? (Enthusiastic referrals – Make no effort – Tell others to stay away)
3. Constructive feedback: Do your customers help you upgrade your service and improve your organization? (Give you lots of ideas and inputs – Keep quiet, even when things go wrong – Tells the competition about your weakness)
Key Learning Point
Measuring customer satisfaction is important, but the future lies before you, not behind.
Action Steps
Measure your customer's loyalty, not just their curr
How do you know it’s a good time to leave your current full time employment and launch into a full-time IT consulting career? Start now.We have broken down the process into 21 s
While these indicators provide a valid snapshot of performance and customer opinion, they are lagging rather than leading, like looking in the rearview mirror.
The difference between customer satisfaction and customer loyalty is illustrated by these future-facing indicators now being used by the delivery company:
1. Future business: How strong is your customer’s intention and commitment to do business with you in the future? (Absolutely – Maybe – Definitely not)
2. Positive word-of-mouth: How vigorously do customers praise and recommend you to others? (Enthusiastic referrals – Make no effort – Tell others to stay away)
3. Constructive feedback: Do your customers help you upgrade your service and improve your organization? (Give you lots of ideas and inputs – Keep quiet, even when things go wrong – Tells the competition about your weakness)
Key Learning Point
Measuring customer satisfaction is important, but the future lies before you, not behind.
Action Steps
Measure your customer's loyalty, not just their cur
Supermarkets and other retailers are jumping on board the environmental consciousness train, promoting more and more of their products as environmentally friendly; meanwhile, mainstrea
1. Future business: How strong is your customer’s intention and commitment to do business with you in the future? (Absolutely – Maybe – Definitely not)
2. Positive word-of-mouth: How vigorously do customers praise and recommend you to others? (Enthusiastic referrals – Make no effort – Tell others to stay away)
3. Constructive feedback: Do your customers help you upgrade your service and improve your organization? (Give you lots of ideas and inputs – Keep quiet, even when things go wrong – Tells the competition about your weakness)
Key Learning Point
Measuring customer satisfaction is important, but the future lies before you, not behind.
Action Steps
Measure your customer's loyalty, not just their cur
Great men are born once in a while. Men are great not because they are born with some attribute of greatness but their deeds make them great and remarkable individuals in history. Such
3. Constructive feedback: Do your customers help you upgrade your service and improve your organization? (Give you lots of ideas and inputs – Keep quiet, even when things go wrong – Tells the competition about your weakness)
Key Learning Point
Measuring customer satisfaction is important, but the future lies before you, not behind.
Action Steps
Measure your customer's loyalty, not just their cur
A newsletter is a powerful weapon in your marketing arsenal. Do you have a personal newsletter you send to past, present, and future customers at this time? Probably not. Most sales
Key Learning Point
Measuring customer satisfaction is important, but the future lies before you, not behind.
Action Steps
Measure your customer's loyalty, not just their current satisfaction. Use leading questions to fathom their intentions about the future.
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