Surveys, surveys, surveys…
I had an interesting discussion a few weeks ago. I had been a Client Satisfaction Manager for my employer for four weeks at the time and we’re facing some very serious customer satisfaction issues. I suggested that we implement a survey to do a gap analysis and identify the areas that our customers feel are [...]
What is Paid for REALLY Gets Done
I was reading the “Experience Clinic Blog” and came across the article CMO’s say one thing, and do another. In it Colin Shaw talks about the disconnect between what Chief Marketing Officers say about the customer experience and what they actually do about it. What really interested me though were the following paragraphs: It is [...]
Implementing a Customer Excellence Action Plan
I decided to document the high level steps needed to implement a Customer Excellence action plan. In my new position as a Client Satisfaction Manager, I had the pleasure of meeting with some “strategy consultants” who were trying to sell us on a plan to improve the customer focus of our organisation. During the discussion, [...]
