Know satisfaction – measuring customer satisfaction is a process not an event

Knowing what drives customer satisfaction, past, present, and looking forward is the most powerful decision support possible, but it becomes a reality only as a process not an event. So keep listening to know satisfaction.

Jacques Warren: It’s neither a tail nor a trunk

You shouldn’t see attitudinal analysis as the latest trend. A lot of people were not talking about it before, because we all thought that watching was enough (except my pals at iPerceptions!). We should have done it together with behavioral analysis a long time ago. I stress “together”, here. I would even dare to say that, if you have a limited amount of money you can spend on analytics (and who doesn’t?), spend less on behavioral, so you still have enough to seriously conduct your attitudinal analysis.

Happy Anniversary to Me!

More and more, companies are realizing that capturing the voice of the customer on a consistent basis, and understanding customer satisfaction, is an invaluable form of research that needs to be integrated at all levels of decision making within the organizational structure.

Echoes of things that you said

Consumers have put up with bad customer service over the phone for too long, and this new initiative will put some sanity back into how companies interact with their customers…