satisfaction

Win-win-win: the 10 questions for e-mail and telephony.

6 Aug , 2016
Geschreven door: Zanna

One of the benefits of my job is that I get to formulate driver analyses for all kinds of organizations. In turn, this provides me with wonderful, useful insights which many people find interesting. Today, I’d like to share the insights from a recent analysis of call and e-mail drivers of customer satisfaction. As a […]

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Emotional versus functional customer experience: what do your customers want?

7 Jul , 2016
Geschreven door: Zanna

Many a document has been written in recent years on how customers can be made so happy that they will sing your praises. Virtually all these visions are based on the emotional experience which makes the difference. Matthew Dixon and others have already suggested an alternative perspective, with their account of the importance of convenience […]

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