The Temkin Group has released a free ebook called The 6 Laws of Customer Experience which is an excellent read.

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.

The Consumerist, an online resource for consumers to learn and report about their issues, recently exposed a situation at a Ford Dealership where a customer was advised that if he didn’t rate the service he received as satisfied, the personnel at the dealership would be financially impacted. In addition, there was an implied threat that the customer would no longer be able to get good service for his car at that dealership in the future, if a bad score was given as they would know about his complaint.

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