All companies strive for high customer satisfaction ratings, but many fail to achieve them. Have you ever wondered why?
Kevin Oakes knows a thing or two about these things. He's the CEO of the Institute of Corporate Productivity (i4cp), the world's largest vendor-free network of corporations focused on building and sustaining highly productive, high-performance organizations.
The traditional method for achieving high satisfaction ratings is to equip employees with a set of customer service skills and hope for the best. However, research shows that best-in-class companies spend training dollars on the customers themselves to boost customer loyalty. In the following article, Kevin shares his thoughts about the all-important yet often ignored link between customer satisfaction and loyalty.
Kevin Oakes knows a thing or two about these things. He's the CEO of the Institute of Corporate Productivity (i4cp), the world's largest vendor-free network of corporations focused on building and sustaining highly productive, high-performance organizations.
The traditional method for achieving high satisfaction ratings is to equip employees with a set of customer service skills and hope for the best. However, research shows that best-in-class companies spend training dollars on the customers themselves to boost customer loyalty. In the following article, Kevin shares his thoughts about the all-important yet often ignored link between customer satisfaction and loyalty.
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