Many organizations struggle with the challenge of effectively steering their customer experience. In fact, my thesis showed that 1 out of 3 customer service employees believed the customer input to be insufficiently used for gearing services to customer needs. So how should I process customer contact moments? How can I be sure that what I’m […]
The previous column described the various dimensions of CCC Quality. Of course the next question is, what is the impact of CCC Quality on satisfaction, trust, commitment and loyalty? My research showed good quality of customer service to have the greatest impact on satisfaction and trust, and therefore to play an important role in creating […]
Besides those aspects which customers believe important for a good experience with customer service, I also looked at what employees believe important in order to gain satisfaction with their work within customer service. In much the same way as CCC Quality for customers, I have also identified a number of new dimensions for CCC Job […]
Customer satisfaction surveys. Hmm, what to do with them? Every organization has them. And very few organizations design them in such a way that they really work. We all want to steer towards a more customer-centric organization. And customer satisfaction surveys are often seen to be an important tool in doing so. Rightly so…? In […]
In this column, I describe the success factors and pitfalls when putting Customer signals management into practice within your own organization. If you’re ready to take action, the column provides you with do’s and don’ts when tackling Customer signals management in your own organization. Because it’s not quite as simple as it might sound… Create […]
