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h o wt ome a s u r e

c u s t o me rs a t i s f a c t i o n

wh yme a s u r ec u s t o me rs a t i s f a c t i o n ? Nobus i nes swoul dex i s twi t houtc us t omer s .Meas ur i nghowy our pr oduc t sors er v i c esmeetors ur pas sc us t omerex pec t at i oni sv i t al i nor dert ok eepy ourc ur r entc l i ent sandat t r ac tnewonest o y ourbus i nes s .

Cus t omerex per i enc eands at i s f ac t i oni sahi ghpr i or i t y f orc ons umer s ,wi t hov er60% pr ef er r i ngt opaymor e f orabet t ers er v i c e. 81% ofc ompani eswi t hahi ghc apabi l i t yt odel i v er c us t omerex per i enc ear eout per f or mi ngt hei r c ompet i t i on.

c u s t o me rs a t i s f a c t i o nme a s u r e me n t 5

1 . s u r v e yc u s t o me r s

4 3

Cr eat i ngas at i f s f ac t i ons ur v eyus i ngaLi k er t Tec hni quei st hebes twayt ok nowwhatc us t omer s t hi nkabouty our bus i nes s .Us eaf i v epoi ntwei ght ed s c al eandc onduc tt hes ur v eyov ert hephone, t hr oughmai l oronl i ne.

2 1 Compl et edi s s at i s f ac t i on

Compl et es at i s f ac t i on

2 . ma r k e t i n g&c u s t o me ra n a l y t i c s C U S T O ME R S A T I S F A C T I O N

Suc c es s f ul mar k et i ngc ampai gnss t ar twi t ht her i ghtdat a. Cus t omeranal y t i c ss ol ut i onspr ov i dedbyc ompani esl i k e Emai l v i s i onc ananal y s emi l l i onsofc l i entr ec or dsandpr ov i de det ai l edpr of i l edat a,i nc l udi ngpur c has ebehav i ourandr es pons i v enes st omar k et i ngc ampai gns .

3 . E X P E C T A T I O N S Under s t andi ngwhaty ourc ons umer sex pec tf r om y our s er v i c esandpr oduc t si sv i t al i nor dert oof f erabet t er c us t omerex per i enc e.Di s c ov ert heex pec t at i onsof y ourc us t omer sanddec i dehowar ey ougoi ngt oens ur e t hatt hei rneedsar emet .

y o u r b u s i n e s s

N E E D S E X P E C T A T I O N S

4 . a s s e s sy o u rc o mp e t i t o r s

Thebes twayt ol ear nwhaty ourc us t omer swanti sk nowi ng whaty ourc ompet i t or sar eof f er i ng.Compar ey ourpr oduc t s ands er v i c est ot hos eoft hec ompet i t i onanddi s c ov er whaty ouneedt oof f ert oy ourc l i ent s .

y o u r c o mp e t i t o r s

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