Customer Satisfaction
Customer satisfaction encompasses a huge range of topics but the ultimate goal is that by keeping customers satisfied, organizations can keep costs down, per-purchase amount up, and keep staff happier for longer too. There’s a great line that goes along the lines of “customer complaints are the schoolbooks from which we learn”.
In this section we have detailed articles which will guide you in the multi-headed beast that is customer satisfaction. Here, we feature articles on why a sale is not something you pursue, it is something that happens to you while you are immersed in serving and satisfying your customer. Companies who listen hardest, win. These articles, tools and assets will help you do just that.
What is Customer Satisfaction?
Customer satisfaction is often abbreviated to CSat. It is a measure of how well services or products, provided by an organization, meet or exceed the expectations of customers. Customer satisfaction is often evaluated by determining the number of customers, or the proportion of customers, whose experiences exceed specified satisfaction targets.
Fred Reichheld published The Ultimate Question in 2006, at a time when thought-leaders started investigating the impact of customer service on a company's success and profitability. Telephone complaints lines and long-form surveys had been the…
When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book.
The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different…
Webinars are a succinct and easy way to find out more about a topic that might otherwise seem a bit daunting! We think customer success - which is becoming increasingly pertinent - is just the type. You might already know about customer satisfaction,…
Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX.
We've all read books where the author has hit upon a good business idea and…
We know that focusing on customer success drives retention and high customer lifetime value (CLV). But what do customer success managers and teams need in order to achieve these goals?
Sales teams, in many organisations, are often supported…
Net Promoter Score (NPS®), first developed by Fred Reichheld and Bain & Company in 2003, is a well-established measurement of a business' reputation with its customers. It acts as a league table for competing companies to benchmark their…
We have previously talked about how Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and…
Customer success has evolved enormously, especially over recent years. While the theory and practices associated with customer success have their roots in the Software-as-a-Service (SaaS) arena, businesses and organisations that are not involved…
So, this month we've taken a wander through Richard Wiseman's book Quirkology: The Curious Science of Everyday Lives.
Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an…
Retaining your existing customers is extremely valuable. Not least because the cost of acquiring a new customer has been determined to be five times as much as it costs to hang on to an existing customer. Selling to your existing customers has…
Why are ratings suddenly so important?
In the UK alone, online reviews influence an estimated £23bn of transactions each year (source: FT). At the same time, Amazon has filed more than 1,000 law suits against reviews abuse (source: Fortune).…
I loved Matthew Syed's book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking.
Syed was recently appointed to a very diverse board of thinkers advising…
