Customer Focus Notes - Importance of Customers The only value your company will ever create is the value that comes from customers the ones you have now

Customer Focus Notes - Importance of Customers The only...

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Key Customer-Focused Practices for Performance Excellence (2 of 2)
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Create an organizational culture and manage customer relationships to ensure a consistently positive customer experience that contributes to customer engagement, the ability to meet and exceed their expectations, and the ability to acquire new customers. Develop effective complaint management processes that ensure that customers receive prompt resolution of their concerns and that lead to recovery of their confidence, and enhance their satisfaction and engagement, and that enable aggregation and analysis of complaints to facilitate improvement. Measure customer satisfaction, engagement, and dissatisfaction; compare the results relative to competitors and industry benchmarks; and use the information to evaluate and improve organizational processes.
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  • Spring '14
  • Martens,ScottL
  • Customer Satisfaction and Loyalty, Customer Attributes

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