Customer satisfaction cannot be bottoms up driven. While excellent work can be done by customer facing personnel such as customer service call centers, or customer support personnel, sales teams and business partners, if the senior executive team do not have a commitment to customer satisfaction, the results will be sub optimal. And the front line employees will become increasingly frustrated with the lack of support for customer problems. Many employees are not included in senior executive meetings and strategy sessions so they cannot know for sure how their executives weigh in on customer satisfaction commitment but there are tell tale signs they can read that tell the story.

In an earlier blog post titled How to Get your Lost Customers to Come Back, we covered 2 basic steps: 1. Find out why they left. 2. Look for Opportunities to Engage. What are the strategies a company can use when an individual or committee made a recommendation or decision to leave, and will lose ‘face’ with their peers and management, if they decide to do business with your organization again?

What strategies can you use to overcome this problem?

Customer Effort Score is a customer service measurement created by a the Corporate Executive Board, a firm offering research and advisory services to executives in large and midsized corporations, government, and financial services organizations worldwide. They have written a Harvard Business Review article which you can obtain for free describing this measurement and the study they used to derive it. They contend that this score is a better predictor of customer loyalty than any other customer satisfaction or customer service score.

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