IBM is sponsoring a JAM session on Oct 10 – 12. 2010 where it pulls together input from people interested in a topics related to Customer Service. The jam is web based so anyone from around the world can join.

I have seen several questions on customer satisfaction forums about what is the right ‘metric’ for customer satisfaction that will predict future outcomes. Often this question comes up in respect to ‘surveying’ customers . Is Overall Satisfaction the right measure; willingness to recommend; or repurchase intent?

I think customer satisfaction measurements are a mosaic of possible measurements and the ones that should take priority should be the ones where the executives feel there is a need to improve.

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