Customer Satisfaction traditionally is viewed as a function of delivery i.e. what you promised the customer and what was delivered. The aspects judged are product and service interaction with customers... read more →
A great marketing program especially in the B2B context puts the customer at the heart of the business and is the central tenet of value marketing. Value Based Marketing is... read more →
As a practising Customer Satisfaction Survey professional, this is a question I often ask my clients. Who actually owns the “Customer” within your organization? In case of other stakeholders, this... read more →
You cannot report what is not captured and hence it is important to be double sure on what one wants from a customer interaction in the shortest possible time. Some... read more →