What is experience? Experience is essentially about impression – something happened, an event or occurrence that left us with an impression, and impression in the context of customer experience is about an opinion on someone or something. How do we measure an opinion? Rather than…
Read MoreYou have a heavy presence online – a search engine friendly website, a number of social media platforms that are being managed on a daily basis, maybe you have paid to appear on the 1st page on Google. Not forgetting the effort placed in other…
Read MoreThis is a question I get asked frequently, when is the right time to measure customer satisfaction for the products and services provided? And by saying ‘measure’, I mean a structured survey leading to successful decision making. There are four such situations: First, there is…
Read MoreCustomer satisfaction is a concept that has been around since the days people started trading goods, buying and selling, whereas the concept of Social Media has been around maybe ten years or so. After googling a bit I came across a bunch of articles… –…
Read MoreSucceeding in the service delivery and product quality results most often in high customer satisfaction. But what does high customer satisfaction exactly mean from the point of view of sales? How could it be quantified or the monetary value identified in comparison to lower levels…
Read MoreTo fully understand customer perception, surveying is needed one way or the other and email is an excellent medium for the purpose. It is cost-efficient with excellent reach and the only real downside is the highly fluctuating response rate, which creates a dilemma: To make…
Read MoreSome might argue that customer satisfaction surveys are unnecessary as a whole, based on the fact that most customers are likely to give feedback at the point of service. And that is very true, in many situations the customers could be assumed to express at…
Read MoreThis is the third and last instalment of the article series “the stages of guest satisfaction” called the post-experience satisfaction with a short summary of the key elements to be included in the feedback questionnaire, and some recommendations for the analysis stage. After the stay is over,…
Read MoreThis is the second installment of a 3 part article series about the stages of guest satisfaction called the perceived experience with some suggestions for the questionnaire design and the follow up analysis. Once the guests enter the doors of the hotel, their perception of…
Read MoreThis is the first instalment of a 3 part article series about the stages of guest satisfaction called the pre-purchase experience. As we know, the guest experience starts well before entering the doors of the hotel, it starts when the potential guest turns on the…
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