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Subject: Customer Satisfaction & The loyalty Elephant

Jackie opened this issue on Feb 10, 2003 · 9 posts
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Jackie ( ) posted Mon, 10 February 2003 at 12:34 PM · edited Thu, 01 August 2024 at 8:34 AM

Attached Link: http://www.asq.org/pub/qualityprogress/hoisington.html

Just a bit of required reading for anyone who is interested in Customer Satisfaction. Take from it what you will.

Nematode ( ) posted Mon, 10 February 2003 at 1:22 PM

Stop trying to confuse everyone with facts. ;-0

Jackie ( ) posted Mon, 10 February 2003 at 2:24 PM

LOL! This came to mind today because IRL....I work in QA. Every year we do a report on customer satisfaction, and in an effort to "continuously improve" (ISO BUZZWORD ALLERT).....we look back and make changes to our system/policies, to better serve our customers, and hopefully improve not only our customer satisfaction, but our processes in general. Things like this are helpful for any biz...no matter how large or small. A good Rep, A quality product, and Customer Satisfaction go a long way.

Jackie ( ) posted Mon, 10 February 2003 at 2:25 PM

Allert=alert Edit function would be great! :)

Jackie ( ) posted Mon, 10 February 2003 at 3:37 PM

Posted this in Forum News & Team Contact Forum... Would someone like to tell me why it was moved....and also why it belongs HERE of all places? What exactly is off topic about this, as opposed to other threads in there? It was posted as a suggested reading/Informational bit for the staff... ???????

bonestructure ( ) posted Mon, 10 February 2003 at 4:32 PM

I learned a very important principle about customer satifaction in my years of dealing with the public. A satified customer will tell 5 friends about it. An unhappy customer will tell 10. You do the math.

Talent is God's gift to you. Using it is your gift to God.

Nematode ( ) posted Mon, 10 February 2003 at 6:32 PM

"What exactly is off topic about this, as opposed to other threads in there?" I guess customer satisfaction IS off topic.....

Cheryle ( ) posted Tue, 11 February 2003 at 11:34 AM

I don't know Jackie- i found it to be very informative and helpful, especially the loyalty behaviors and defection rate section and the employee attitude section. Thx for the link- i have bookmarked it and am using it for my own business. Thx!

Jackie ( ) posted Tue, 11 February 2003 at 11:53 AM

You're quite welcome Cheryle.

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