Customer Satisfaction Ch.14: Advanced Analysis

01/21/20 • -1 min

To use satisfaction data strategically, you need to understand how to link it to internal performance and customer behaviour. Those links often turn out to be non-linear, and understanding that can be crucial to seeing the value of investing in the customer experience.

Greg and Stephen discuss how to think strategically about customer satisfaction, the value of delight, and whether detractors may be easier to turn into promoters than passives are.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep31+-+AdvancedAnalysis.mp3

Greg and Stephen discuss how to think strategically about customer satisfaction, the value of delight, and whether detractors may be easier to turn into promoters than passives are.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep31+-+AdvancedAnalysis.mp3

Previous Episode

Customer Satisfaction Ch.13: Comparisons with Competitors

Benchmarking satisfaction is often an expensive red herring. It can distract the organisation from focusing on what really matters to customers, and obscure the truth that being the best of a bad bunch means that you’re vulnerable to disruption and missing out on the benefits of having really satisfied customers.

Greg and Stephen talk about how to get the competitor information you need, the differences between B2B and B2C markets, and explain why the most important thing of all is making sure you attract the right kind of customers.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep30+-+ComparisonsWithCompetitors.mp3

Next Episode

Customer Satisfaction Ch.15: Using Surveys to Drive Improvement

A lot of organisations devote cost, time, and effort to measuring customer satisfaction, but many find it difficult to transform what they learn into decisive change for customers. Customer perceptions are slow to change, and organisational inertia can make it difficult for planned improvements to stick. How can your research help?

Greg and Stephen chat about using surveys to improve the customer experience, why some things take time, and why it’s worth it.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep32+-+UsingSurveysToDriveImprovement.mp3