WHY CUSTOMER SATISFACTION IS SO IMPORTANT?

It seems self evident that companies should try to satisfy their customers. Satisfied customers usually return and buy more, they tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier they trust. Statistics are bandied around that suggest that the cost of keeping a customer is only one tenth of winning a new one. Therefore, when we win a customer, we should hang on to them.

This Podcast Talks About: The six parts to any customer satisfaction programme:

1 Who should be interviewed?
2 What should be measured?
3 How should the interview be carried out?
4 How should satisfaction be measured?
5 What do the measurements mean?
6 How to use customer satisfaction surveys to greatest effect?

 

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This entry was posted on Monday, July 10th, 2006 at 6:00 pm and is filed under Podcast, Whitepapers. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.