Offering a seamless multichannel service is a priority for many companies. This research offers a model that can help marketers focus their effort in achieving customer satisfaction across different channels. The research team introduces the 5C model of customer satisfaction that can be used to benchmark performance across various channels. Getting these “mirror attributes” right …
By Evert de Haan and Peter Verhoef A large and growing amount of firms rely on Customer Feedback Metrics (CFMs) to monitor the customer base and the performance of the marketing department. Examples of these metrics include Customer Satisfaction (CS) and the Net Promoter Score (NPS). Recently, new customer feedback metrics, such as the Customer Effort Score …
By V. Kumar, Yashoda Bhagwat, and Xi Zhang It’s a hypercompetitive market and you are doing everything you can to retain your customers, yet you know that no matter what you do, you will still lose some customers to competitors. The competition to acquire new customers is fierce. How do you maintain your customer base? …
By Riccardo de Marchi Trevisan At the recent Frontiers in Service conference in San Jose, CA, I had the pleasure of introducing a presentation from 3Pillar Global, Rockbridge Associates and the Center for Excellence in Service at the University of Maryland’s Robert H. Smith School of Business that was up for the Best Practitioner award. The …
By Darima Fotheringham Two weeks ago I attended Frontiers in Service, (#frontiersinservice) a global conference on service research. This year, the conference was sponsored by IBM and a lot of discussion was around the Internet-of-Things (IoT) or Internet-of-Everything, as it was frequently referred to. One of the presentations that I found especially interesting was by Irene Ng, …
