(Photo courtesy flickr | Dex Encarta)
In his post FastCompany | 7 Timeless Ways To Improve Customer Satisfaction, author Drew Neisser filters out the following success factors for customer (satisfaction or experience – call it what you may) initiatives based on Suddenlink’s success. In a struggling economy & in an industry with a questionable reputation for bad customer experiences, Suddenlink has shown improvements in multiple industry measures – $ terms & otherwise.
- Put someone in charge – having someone responsible for customer interest makes customer initiatives more focused
- Measure. Measure. Measure. – rely on multiple measures of how your business has performed in the customer’s perspective
- Fix the real issues – measuring is a starting point; addressing issues that are identified as part of the measurement is the REAL deal
- Link metrics to evaluation – to make customers a priority, link metrics to performance evaluation & even compensation
- Detractors are an opportunity – unhappy customers or detractors should be viewed as an opportunity for positive conversion
- Use social media to understand & serve customers (not sell more) – social media is a great listening tool to understand needs & respond to issues
- Continuous improvement – customer initiatives should never have an end, they are always work in progress to achieve even better customer outcomes
-----
Related Posts:
~ Amazon – World’s Most Customer Centric Company
~ Tony Hsieh – Delivering Happiness
~ Volvo’s Quest For Customer Centricity
~ Customer Service Champs 2010
No comments:
Post a Comment