Customer satisfaction: turning temporary scores into permanent relationships

Article Abstract:

Companies often neglect customer input and involvement when developing programs designed to increase or maintain customer satisfaction. Companies can use a variety of strategies for increasing customer involvement. Coopers and Lybrand implemented one such strategy, aptly called cross-boundary workouts. Such types of programs are so hard to implement few companies use them. Those few, however, enjoy the short and long-term benefits that almost always go with them.

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Link satisfaction to market share and profitability

Article Abstract:

Increased customer satisfaction has been found to be linked with increased market share and profitability. Methods to create a strong link between customer satisfaction and financial performance data, are presented.

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Customer satisfaction at a software support call center: How to boost customer satisfaction ratings using simple solutions

Article Abstract:

A method to improve customer satisfaction statistics at a software support call center is described.

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