The Defusing Hostile Customers Workbook For Government Staff
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Top : Metrics - Measuring Customer Service :
It's a big issue. How do you measure the quality of the customer service given to customers? Wrong metrics can be misleading, but it's hard to measure customer service quality in a meaningful way.
Available Help About: Metrics - Measuring Customer Service
Measuring and Managing Customer Satisfaction - by Kevin CacioppoAs markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward benchmarking and tracking customer satisfaction." Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years of continual sales growth followed by two decades of flattened sales curves have indicated to today's sharp competitors that their focus must change (Views So Far 620 )
Setting and Measuring Service Standards, Customer Service - by na
Revco Drug Stores instituted a customer service improvement program based on the slogan, "Every customer, every time." In order to make this slogan come to life, they asked themselves, "What do we want to happen to every customer every time in order to promote good customer service?"""The whole process was distilled down to three behaviors that Revco thought everyone could deliver. (Views So Far 343 )
Measuring Customer Satisfaction - by Judith M. Tanur
The literature on customer satisfaction is voluminous; Peterson and Wilson (1992, p.61) estimate that more than 15,000 academic and trade articles had appeared in the preceding two decades. We have not yet carried out anything approaching a thorough review of these publications, but we have found that most often customer and employee satisfaction are measured by surveys (McNeal and Lamb, 1979), and much of that literature deals with the validity and reliability of those surveys. For example, one major puzzle is that the distribution of "satisfaction scores" resulting from most surveys (whether of customer satisfaction or of satisfaction in more general life domains) is highly negatively skewed, with the modal response often being in the response category that denotes the highest degree of satisfaction (Peterson and Wilson, 1992). The questions we wish to raise here and to investigate in the field are somewhat less technical. (Views So Far 389 )
The New Measure of Customer Service Success - by Leonard Klie
Read this if you are involved at looking at metrics to evaluate the success of your customer service strategies. (Views So Far 289 )
Sample Customer Surveys - How to Measure Customer Satisfaction - by na
Looking for sample customer surveys? Here's a sample customer satisfaction survey that can be used by small business owners to identify improvement opportunities. (Views So Far 284 )
The Most Important Metric to Gauge Customer Service Success (or Failure) - by Rosanne Dausilio
As a customer service expert with specialization in the contact center industry, there are quite a number of new studies and statistics, which I will cite below with special emphasis on First Call Resolution. Why? Because it's the #1 driver for customer satisfaction. (Views So Far 603 )
GSA Social Media Summit stresses value of metrics - by Frank Konkel
It's about time, government started evaluating whether and how social media actually contributes to the achievement of government roles: Excerpt: Nearly every agency makes use of social media nowadays, but the next step in social government is for feds to evaluate the impact and value of their social media effort... (Views So Far 245 )
How to Compute Your Customer Lifetime Value - by na
Everyone talks about customer lifetime value, but few have actually calculated it. The process is not that difficult. When you finish this article, you will be an expert. In the first place, what is lifetime value? It is the expected profit that you will realize from sales to a particular customer in the future. Although it builds on past customer history, LTV is all about the future. It is based, primarily, on the customer's expected retention and spending rate, plus some other factors that are easy to determine. To understand LTV, let's begin with a typical LTV table. (Views So Far 170 )
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