In the fallout from the recent economic crisis, businesses are suffering from an unprecedented lack of consumer confidence. Increasingly, companies are using their customer experience strategies to differentiate themselves in a crowded market.
A crucial element of most companies’ customer strategies is an established customer feedback tracking mechanism. Whether using Net Promoter Score, JD Powers or other customer satisfaction measures, customer service executives at these companies have a fairly good idea of what their ‘score’ is. In many cases, their variable compensation depends on it!
Chetan Chhatwal in this, the first in Baringa Partners’ series of Customer Experience themed papers asks: is simply knowing your customer satisfaction score enough to provide a superior customer experience?
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