Tag Archives | Customer Satisfaction


Customer satisfaction: not rocket science, but rocket fuel

Do your internal process measures tell you how good your service is for your customers? More importantly, do your measures of customer-perceived quality confirm it? Service quality is a subjective concept, and there are distinct differences between ‘internal process quality’ (the type of quality measures managers measure) and the ‘true’ quality obtained from the customer. …..Read the full article »

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Customer Journey Mapping: helping you find the path to customer centricity?

What is a customer-centric organisation? How – and why – should you become one? And how difficult is the process? The idea has been around for more than 50 years, and Google offers more than a million results if you’re searching for a definition (which varies, but “Creating a positive consumer experience at the point …..Read the full article »

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