Customer Satisfaction

A collection of articles that specifically relate to Customer Satisfaction and how it may be applied to medium sized and enterprise organisations.

Business Process Management graphic over office worker

Does Your Business Need Continuous Improvement?

Does Your Business Need Continuous Improvement? What is Continuous Improvement? The term Continuous Improvement is often considered as one of those things that businesses should do – much like being customer-centric. However, many businesses struggle to really make it part of their DNA and leverage the advantages that it can bring. Continuous Improvement is both …

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When Customer Service Fails

Do you know what your customer service staff say to your customers? How are your customers really being treated? Every day, staff are interacting with customers. What impression do customers take away from their experience with your staff? Consider the following interaction between the service staff at a car dealership and a long standing customer …

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Customer Service - Uncommon Service

Uncommon Service – Putting Customers at the Core of Your Business

A Refreshing and Pragmatic Approach On How To Deliver Excellent Customer Service “Uncommon Service – How to Win by Putting Customers at the Core of Your Business” By Frances Frei & Anne Morriss Published 2012 By Harvard Business Review Press – Create an environment within your organisation where all employees focus on delivering excellent customer …

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Telco study recognises training requirement for customer service employees

Customer Service Employees Require Training – Customers Deserve Better Customer Service The latest customer service Australian Telecommunications Industry Ombudsman has been released today. Their survey found: more than half of the consumers (55 per cent) surveyed reported contact with their service providers five or more times to try and resolve an issue; more than half …

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Book Review – “Outside-In” by Steve Towers

Outside-In – The Secret of the 21st Century Leading Companies BP Group Press, 2010 www.outsideinthesecret.com Steve Towers has once again put pen to paper to present us with strategies that organisations may adopt to achieve success in today’s ever-changing business landscape. An Outside-In Philosophy In suggesting that today’s businesses are working with new rules and …

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