Following the munition fired at management in my previous column concerning the value-creating role of customer service, it’s now time to look at the employee results. The results of the first two participants seem to sketch a picture of a homogeneous total set of drivers which play a role (this set of drivers influences 65% […]
As promised in the previous column, this column will discuss the relationship between the customer’s experience with customer service and his loyalty. Loyalty not only to the customer service but to the company as a whole. The results clearly show that there is plenty of munition with which to convince the management. That customer service […]
In September, I conducted my main research at the first participating organization, once again looking at the factors which steer customer satisfaction in their contact with customer service. A number of interesting differences became apparent versus the preliminary research, which now offer better insight into the underlying sentiments of customers. The preliminary research presented eight […]
6 November was the date of the annual ITO accessibility conference. One of the speakers at the conference was TNO, who presented their vision on the future of customer service. That would be service in 2017. In the end, I left their presentation feeling somewhat deflated… ITO had requested that I introduce the results of […]
As announced in the previous column, I shall be explaining the results of my preliminary research in the field of customer satisfaction, in this column. While the preliminary research confirms existing research information, it also adds a number of extremely innovative elements which play a role in customer satisfaction. Approach In this process too, I […]
