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.

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Why David Meerman Scott's new book is essential reading

Santa was very good to me this year – at the top of my stocking was a copy of David Meerman Scott's Real-Time Marketing & PR.I read it with an increasing sense of excitement. David makes some extremely timely points for not only the…
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Exploiting the satisfied customer is crucial

Do you have a strategy for dealing with your satisfied customers? Whilst most companies have strategies and processes for handling complaints, very few focus on what to do with the customers who rave about them.Your happiest customers…

It's how you fix a mistake that counts...

Every business makes mistakes.But mistakes don't affect client retention as much as you might think. In fact, many surveys show that clients who've experienced poor service or mistakes can actually be more loyal in the long run provided…

How to retain key accounts and ensure client satisfaction

Client satisfaction is key for any business How can you satisfy you current clientele? You’re making it far too hard for clients to tell you how they feel.Why?How about the all-too-often postponed annual client satisfaction survey?…