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•Key Customer-Focused Practices for Performance Excellence (2 of 2)
•Create an organizational culture and manage customer relationships to ensure aconsistently positive customer experience that contributes to customer engagement, theability to meet and exceed their expectations, and the ability to acquire new customers.•Develop effective complaint management processes that ensure that customers receiveprompt resolution of their concerns and that lead to recovery of their confidence, andenhance their satisfaction and engagement, and that enable aggregation and analysis ofcomplaints to facilitate improvement.•Measure customer satisfaction, engagement, and dissatisfaction; compare the resultsrelative to competitors and industry benchmarks; and use the information to evaluateand improve organizational processes.
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Customer Satisfaction and Loyalty,Customer Attributes