Your new post is loading...
Guest post written by Ravi Shankar Ravi Shankar is VP of product marketing at Informatica. Ravi Shankar Retailers today are looking for ways to offset increasing competition, pricing pressure and operating costs.
|
Scooped by Trish Sadar |
Scoop.it!
No comment yet.
Sign up to comment
Nice article with excellent tips!
My humble opinion is that we first need to determine what successful customer service looks like. Have we clearly articulates the service experience from start to finish? Do all employees have the same vision, and know how to deliver the experience?
Once you have the strong foundation set, then it is important that you identify the right measures. For example if your surveys are measuring customer satisfaction.....to me that is the wrong measure. Let me explain -- customer satisfaction simply means that you are meeting the minimum requirements. Is that the right measure for building customer loyalty and increases business? Will measuring customer satisfaction give you the complete sotry, and tell you if you are successful at delivering your service experience?
Please share your thoughts:)