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 [...]
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, [...]
