customer – Feedback

Tag Archives: customer

Customer Satisfaction traditionally is viewed as a function of delivery i.e. what you promised the customer and what was delivered. The aspects judged are product and service interaction with customers with aspects of brand positioning / promise were not factored into into such assessments. In recent engagements, some of my clients were stumped by an […]

A great marketing program especially in the B2B context puts the customer at the heart of the business and is the central tenet of value marketing. Value Based Marketing is about generating products and services which are rooted in the needs of the customer rather than the need of the company to sell its products […]

As a practising Customer Satisfaction Survey professional, this is a question I often ask my clients. Who actually owns the “Customer” within your organization? In case of other stakeholders, this question is much easier to answer. For example Employees are owned by HR Team (although debatable whether it is the HR or the manager) Processes […]

You cannot report what is not captured and hence it is important to be double sure on what one wants from a customer interaction in the shortest possible time. Some points that can really help building an effective communication with the customers with a structured questionnaire are as below: Respondents have a really short attention […]