Customer Satisfaction, Where to Start?

The famed English author, Lewis Carroll, of Alice's Adventures in Wonderland, once wrote "If you don't know where you are going, any road will take you there." This quote is as true in Wonderland as it is in business. In business, clear goals, and well defined metrics are keys to success. Of equal importance to destination (both in business and in Wonderland, I suppose) is a clear and realistic understanding of your starting point. Have you ever tried to calculate directions, on a mapping application, without entering a starting point? A plan, without a starting point, destination, and some waypoints along the way, isn't much of a plan; and odds are, you'll end up some place else.

In customer service, the starting point is not marked by a street address, but in large part, by a measure of customer perception. Customer satisfaction surveys, when done right, will help articulate where you are, and can also provide valuable insights for plotting your route to customer satisfaction and loyalty.

Are You Still Paying 'Old School' Rates?

When I started working in Market Research, research agencies used to invest in large and expensive proprietary surveying software solutions. These systems were generally key competitive differentiators for an organization, and helped to justify and garner premium rates for the firm.
Many traditional market research firms are still tied to their legacy investments and associated pricing models. With the game changing evolution of Web 2.0 surveying tools, however, there are more nimble, and cost effective ways to measure, track, and incorporate customer satisfaction results. Are your practices aligned with a more modern and progressive approach?

Measuring Customer Satisfaction is as easy as 1 - 2 - 3

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LaDove Associates is a consulting firm which helps clients obtain and harness resources to build strong customer relationships.

Our Customer Relationship Management and Customer Care services include: Business Case Development, Strategic Planning, Technology Selection, Vendor Selection, Satisfaction Research, Social Media Planning, and other CRM/Customer Care advisory services.