Customer Preference: Consider HOW customers want to do business…

Preference, as we all know is about liking something over something else. Customer preference on the other hand is a more complex matter. In simplistic terms, it can be seen as liking a product or service over the others. It is fundamental for a successful…

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Customer Satisfaction VS. Profit

I was reading the other day about how some airlines in the United States with lower customer satisfaction scores had made more profit in comparison to competitors with higher customer satisfaction scores. The article was written a while back (2015), but it doesn’t change the…

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Meeting or Exceeding Customer Expectations – Marketing communications aspect with a practical TIP!

This is a topic that surfaces frequently – meeting or exceeding customer expectations. But first, the two major factors that build up customer expectations are previous experiences and marketing communication. Previous experiences affect directly customer loyalty, most likely resulting in a positive outcome if the…

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Customer Survey Confusion – Clarified

Confusion – in a sense, “Yes”. There is quite a lot of jargon going around within the survey industry (maybe) perplexing some of the businesses planning to collect customer feedback. We use terms such as customer experience, customer satisfaction, customer insight, customer journeys, customer paths…

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Testing in Advance: Customer involvement

The other day I was watching National Geographic series MARS, and the astronaut was struggling with a best practice decision and he kept repeating “test in advance, test in advance, test in advance”. Probably not, because by testing you ensure that the product or service…

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Defining the Survey Goals through Product and Service Attributes

Surveys should always have clear goals and purpose. One approach to define the survey goals and develop the purpose is to concentrate on product and service attributes. You could try forming the survey questions around the following attributes, depending of course on the relative importance…

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Customer opinion: continuous monitoring or occasional feedback?

How frequently customer opinion should be asked? Daily, weekly, monthly or once a year… The obvious answer is the more information you have, the greater the expected business benefits. However, the expected business benefits are largely dependent on the quantity and quality of the retrieved…

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Planning a Customer Survey? How to formulate the right questions…

Regardless of the nature of your business, I bet you can come up with a great number of questions that could be included in the customer survey. But if we apply the rule of thumb of 10 questions, then we must become selective. There are…

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The 3 P’s of Customer Experience: Use them for improving CRM

I have found the approach presented here particularly useful, not only from a structural perspective but as a process of deepening the understanding of customer interactions in organisations. Having said that there are many established researchers who have developed far more complex and comprehensive models…

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It Makes Perfect Sense to Look into the Relationship between Customer Satisfaction and Pricing!

The reason is as follows, we may well receive 10 as an overall satisfaction rating from a customer, and what it means in practice is that the customer was very satisfied with us, regardless of the money spent. You could be extremely satisfied for the…

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