Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Research Methods For Customer Service: Understanding your customers is a critical element of providing customer service. That means communication and data gathering. Find information and methods about how to gather and make sense of customer information - satisfaction levels, use of focus groups, surveys.
Articles:
The New Market Research- by Joshua D. Macht
Forget focus groups and mail surveys; with constantly changing markets and ever-increasing competition, companies are finding new ways to determine what customers really want. Learn about some success stories of companies who have found alternate ways to find out what their customers want.
(Added:
3-Feb-2005
Hits:
998
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The Art of Customer Profitability Analysis- by Tom Richebaker
How to remove the roadblocks to learning the true value of your customers.
(Added:
25-May-2005
Hits:
788
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Measuring Customer Satisfaction- by James R. Huffman
So how does a company know whether its service is meeting or exceeding those expectations? How does it determine whether the customer was overwhelmed with good service or "under-whelmed" with poor service? One way to do this is to measure customer satisfaction.
Why Measure Satisfaction?
Put simply, the greater the satisfaction of the customer, the greater the profits. Unfortunately, simply measuring customer satisfaction does not create customer satisfaction. It is necessary to understand the factors that drive customer satisfaction and focus on these drivers to attain and maintain the desired level of customer satisfaction.
(Added:
25-May-2005
Hits:
1060
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A Do-It-Yourself Customer Panel- by Peggy Morrow
Explains step by step how to create and use a customer panel to help you understand your customers' needs and wants.
(Added:
4-Nov-2004
Hits:
742
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Checklist For Measuring Client Satisfaction- by n/a
This is an excellent checklist made available by the Government of Canada. Don't let the government logo put you off; if you are interested in measuring your client satisfaction - whatever industry you represent - you won't want to miss what this checklist can offer you. Do you have a client satisfaction measurement strategy? Do you know how to determine who your customers are? Have you classified those customers into direct and indirect customers? There is a lot of information here for those just starting to measure their customer service levels. And this checklist is just as useful for those who are experienced with customer service concerns.
(Added:
1-Nov-2004
Hits:
1060
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The Importance of Measuring Importance in Customer Surveys- by na
Most any customer research is likely to touch on the topic of measuring the importance or value of some set of factors. Perhaps the focus is the importance of aspects of services or products to the overall business relationship. Perhaps it's the importance of alternative future actions the company could take. Our real interest lies in the importance of each factor relative to the other factors
(Added:
30-Nov-2004
Hits:
747
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