The following industry statistics seem to make sense:
1. Loyalty Leaders three-year average operating margin is 22% higher than Loyalty Laggards - so says the 2005 Walker Loyalty Report for Communication Services.
2. Nearly 25% of consumers are dissatisfied with their call center interactions - so says the Aspect Contact Center Satisfaction Index Europe.
3. 74% of customers surveyed said it was "critical" or "very important" to improve customer experience - so says Forrester Research
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By Bleuel and Patton
The Customer Institute is a website designed to provide answers to the most important questions for every business; namely, how is my customer asset doing? Is it getting better or worse? How can I improve it. This site will be the repository of customer data gathered from sources worldwide.
Pages
About Me
Got a Problem? Need Help?
SPEAKER: Need a speaker for an event? Use a dynamic speaker to motivate and educate in the areas of customers, satisfaction, loyalty and/or retention.
TRAINER: Need a trainer to build skills and understanding of customers, satisfaction and loyalty? On-site training can be provided to build analytical skills and/or operational skills.
WRITER: Need an article written for an internal/external publication (to your personnel or customers)? The article can focus on any or all aspects of customers, satisfaction, retention and loyalty.
ANALYST: Got a problem understanding survey results? Finding the pearls in an overwhelming pile of numbers is not always easy or obvious. But, with a little help, the critical information can be extracted from noisy data.
AUDITOR: Not sure your survey system is working properly? A comprehensive survey audit will ensure that your survey results are valid and integrate into your marketing and service strategy and business goals.
DESIGNER: Need to create a new survey? Design a survey that is “built to last” that addresses specific needs and overall business strategy. Your survey should be able to identify the satisfiers and dissatisfiers.
CONSULTANT: Not sure if your survey integrates with your customer strategy? Have an expert look into how well the survey system supports your overall business strategy.
The solution is to contact Dr. Bill Bleuel at wbleuel@pepperdine.edu.
TRAINER: Need a trainer to build skills and understanding of customers, satisfaction and loyalty? On-site training can be provided to build analytical skills and/or operational skills.
WRITER: Need an article written for an internal/external publication (to your personnel or customers)? The article can focus on any or all aspects of customers, satisfaction, retention and loyalty.
ANALYST: Got a problem understanding survey results? Finding the pearls in an overwhelming pile of numbers is not always easy or obvious. But, with a little help, the critical information can be extracted from noisy data.
AUDITOR: Not sure your survey system is working properly? A comprehensive survey audit will ensure that your survey results are valid and integrate into your marketing and service strategy and business goals.
DESIGNER: Need to create a new survey? Design a survey that is “built to last” that addresses specific needs and overall business strategy. Your survey should be able to identify the satisfiers and dissatisfiers.
CONSULTANT: Not sure if your survey integrates with your customer strategy? Have an expert look into how well the survey system supports your overall business strategy.
The solution is to contact Dr. Bill Bleuel at wbleuel@pepperdine.edu.
After the Sale
By Bleuel and Patton
Books that may help
- 1ndispensable by Calloway
- A Complaint is a Gift by Barlow and Moller
- Chief Customer Officer by Bliss
- Customer Loyalty by Griffin
- Customer Retention by Lowenstein
- Customer Satisfaction Measurement and Management by Naumann and Giel
- Customers Rule! by Blackwell
- Customers.com by Seybold
- Discovering the Soul of Service by Berry
- Good to Great by Collins
- Improving Your Measurement of Customer Satisfaction by Vavra
- Leadership and the Customer Revolution by Heil, Parker and Tate
- Loyalty Myths by Keiningham, Vavra, Aksoy, and Wallard
- Measuring Customer Satisfaction by Myers
- On Great Service by Berry
- Satisfaction by Denove and J.D. Power IV
- Service Breakthroughs by Heskett, Sasser and Hart
- Strategic Customer Service by Goodman
- Superior Customer Value in the New Economy by Johnson and Weinstein
- The Black Swan by Taleb
- The Customer Comes Second by Rosenbluth
- The Customer Driven Company by Whiteley
- The Loyalty Effect by Reichheld
- The Satisfied Customer by Hornell
- The Service Profit Chain by Heskett, Sasser and Schlesinger
Posts
Blog Archive
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2007
(67)
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May
(13)
- Improving Field Service performance
- Online loyalty
- consumer technology customers
- Top five IVR challenges
- Academics - the new research tool in service
- consumer loyalty - nothing new
- Impact of Engaging Employees
- Industry stats
- Affluent are more loyal
- Customer defections
- Building Loyalty
- Whose concerned about the customer?
- Shopping (or not) on the web
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▼
May
(13)
Contact Dr. Bill Bleuel
Dr. William H. Bleuel, Professor of Decision Science,
Graziadio School of Business and Management,
Pepperdine University,
Contact Info:
2829 Townsgate Road, Suite 180
Westlake Village, Ca. 91361
Office: 805-379-5814
Fax: 805-379-5806
Email: William.Bleuel@pepperdine.edu
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