Customer Satisfaction Means Much More Than Just Having Good Front Line Customer Service
Customer Satisfaction is the overall impression that influences the customer's buying behavior - specifically - Return and Recommend Rate, Loyalty and Preference.
Our research based model defines the predictors of satisfaction for your business, and where you stand vs. your industry and your competitors. Focusing on these factors for success, and integrating them across your entire operation will make you more competitive, increase sales and help you sustain customer relationships over time.
"If Your Managers and Employees Can Embrace The Values Taught Here,
Your Business Will Be Unstoppable"
With more that two million respondents to our own satisfaction surveys from many, many industries in our database, we have identified the ten predictors of satisfaction in any customer-supplier relationship. Our resutls show that these are the factors that define world class companies and correlate with business success.
"These are absolutely the most important factors a business can focus on"
Quality • Value • Timeliness • Ease Of Access • Environment • Service Behaviors • Commitment To The Customer • Efficiency • Interdepartmental Teamwork • InnovationRead More
What Customers Want! represents a fundamental re-education about what makes customers satisfied, keeps them coming back and what - scientifically- makes them recommend your business to others. In these days of a harder business climate, no business can afford to let a customer get away.
♦ Employees and managers will learn how their behaviors, policies, and decisions can profoundly affect customer impressions and experience.
♦ Participants will score themselves in each of ten areas and develop individual and departmental strategies to improve.
♦ Businesses and departments will benefit from the competitor benchmarking sessions where gaps are analyzed and new strategies are undertaken to beat the competitors in each area.
♦ Each individual will have a new set of customer-oriented values to guide their actions and decisions towards customer delight and retention
WHAT CUSTOMERS WANT! applies to any company, industry, department or workgroup
What Customers Want! can re-align your customer relationships and drive higher levels of satisfaction, sales and retention across the board. Each employee's or manager's actions can be re-oriented towards assuring that what they do will be having the most positive effect on customers in the short term- and in the long run.
What Customers Want! is lead by Bart Allen Berry, author of three research-based book on customer satisfaction, and administrator of many customer satisfaction surveys and interventional projects designed to increase business. Bart has authored a family of organizational audits, executive leadship self assessments and sales tools to increase loyalty, preference and return and recommend rate- the things businesses need most in this economy. Bart has lead numerous satisfaction trainings and workshops including the ten week course on customer satisfaction at the University of California. More about Bart
