The results of the preliminary research are known. Great results for both customer satisfaction and employee satisfaction. No less than 80% of customer satisfaction is accounted for by the variables I included in the research. That is sky high. But there is one factor which stands out above the rest… In order to gain an […]
As promised in the previous column, I’d like to share my experiences gained during my preliminary doctoral research. That preliminary research concerned employee satisfaction (one of the three spearheads of my research) within customer service. Missing elements Call me single-minded if you like, but after reading much of the available research regarding employee satisfaction in […]
A few weeks ago, a participant in the research took the wind out of my sails with a term which was new to me: the ‘Net Promoter Score’ by Frederick Reichheld (also known as the author of my ‘bible’: ‘The Loyalty Effect’ – Dear management, if you still have any doubt regarding the financial benefits […]
