Customer Satisfaction Archives

The importance of building customer experience

The Internet and globalisation has created an entirely new business environment that has empowered consumers like never before. Consumers now have more choices and businesses have more competition. The importance of building customer experience has increased exponentially over the past decade, and will continue to do so in the future. It is becoming difficult to…

Five landmines in customer satisfaction

Every business that wants to succeed pays attention to certain metrics, such as the net promoter score. While having detailed metrics is important, it is vital to realise that promotional decisions cannot be made using metrics alone. The reason is that what shows up in the metrics can be wrong in ways that have nothing…

Overcoming barriers to customer satisfaction

Overcoming barriers to customer satisfaction is critical, particularly since all companies are in one of two positions regarding customer satisfaction. They either improve customer satisfaction by integrating customer feedback into day to day operations, or they don’t. Even though it is certainly important know what customers think, there are two primary reasons why companies may…

Customer Experience in a Competitive World

Customer experience is becoming increasingly important as business continues to go global and the marketing space expands. The time when competition was local, or at most national, is long gone. Business can no longer rely on being a big fish in a small pond. Competition has now shifted from physical geography to a digital landscape…

Creating customer satisfaction online

Satisfied customers will stay with your brand, but satisfaction is more than just being happy with a product or service. In the modern online world, building customer loyalty is based as much on interaction as on action. It’s important to realise that the Internet isn’t really a direct connection. Rather, it is a line of…

The basics of customer satisfaction

The ultimate achievement in branding is when a particular brand becomes synonymous with the product itself. Two of the most successful brand labels in history are Coca Cola and McDonalds. Everyone knows that Coke refers to a particular type of soft drink and Maccas and their golden arches is the fast food chain. Every entrepreneur would like…

Knowing what net promoter score benchmark applies to your business

The net promoter score is regarded as an important marketing metric and practically every business leader wants to know how good their net promoter score is. The problem is that the net promoter score isn’t always a black and white issue. It isn’t always that easy to get accurate figures. While NPS research does provide…

How technology has redefined customer satisfaction

Changes in technology have always changed customer satisfaction, and has redefined customer satisfaction; changing what customers define as satisfaction. That definition has been changing more rapidly than ever before. First, let’s look at the history of what customers consider to be a satisfying relationship with a company. A century ago, customer satisfaction was defined by…

Improving customer satisfaction through customer service

The purpose of customer service is to create a nurturing relationship with your customers – thereby improving customer satisfaction through customer service. While this has always been so, it is now more important than ever. The sheer choice presented to the average customer and the quality of communication available, means that no customer need remain…

The key to customer satisfaction in modern enterprise

Technology is changing the marketing landscape and immediacy of customer satisfaction as never before. The difference between today and yesterday is that previous technologies like radio and television were extensions of the existing means of communication, including newspapers and magazines. In a sense, they were simply taking technology to the next logical level. However, the…