Articles filed under Satisfaction client
Most CRM strategies are obsolete. Yours too?
By Pierre-Nicolas Schwab •
The functionality of CRM software determines CRM strategies. In this article, I explain why many companies are following strategies that have become obsolete.
Measuring customer satisfaction: SMEs are lagging
Research shows that SMEs measure satisfaction less frequently than larger companies. In this article, we provide a clear explanation based on published research.
An interactive window that surfs on recovery
The store window is an essential component of any successful store. Yet, they are rarely designed to be interactive. The Jamini store in Paris is. And it is even more successful for being part of a neighborhood initiative.
The downside of participative marketing
By Pierre-Nicolas Schwab •
Co-creation can be an interesting marketing approach for strengthening ties with customers. However, it is important to consider the possible negative effects of such a project. The example analyzed in this article demonstrates this.
Net Promoter Score (NPS): a reliable measure of customer satisfaction?
By Pierre-Nicolas Schwab •
The Net Promoter Score (NPS) is universally used to measure customer satisfaction. However, it was created for another purpose. Find out in this article whether the NPS is dependable and its limitations.
Customer satisfaction: top managers should talk to their customers
By Pierre-Nicolas Schwab •
Top management is often detached from customer reality. Jeff Bezos (Amazon) and Ryanair have implemented organizational solutions to put customer satisfaction at the center of their concerns.
Customer satisfaction: priority to reducing waiting times
By Pierre-Nicolas Schwab •
Waiting time has an impact on customer satisfaction. Research published in 2023 reveals 3 specific findings that help companies understand how to manage waiting time to maximize customer satisfaction.
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Customer satisfaction: issues and challenges in the post-covid era
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Customer satisfaction: the beginning of a radical change for Ryanair?
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Customer satisfaction and paid customer service: a contradiction?
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StopAmazon: a movement that lacks meaning
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Net Promoter Score (NPS) : to include in all satisfaction surveys or not?
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