Measuring customer experience

May 26th, 2010

The CEO of TeleFaction discusses how you can measure the customer experience effectively to produce true levels of satisfaction. Read the rest of this entry »

Opinion: Why customer satisfaction surveys don’t work

September 27th, 2009

Your customers are irrational. You may think you already knew that, but — as recent research suggests — it’s true. In fact, we’re all irrational. Read the rest of this entry »

Pitfalls in customer surveys

September 26th, 2009

Can we really trust what companies say to us? We look at the ways to avoid meaningless % facts - and let you really make a difference.

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Pitfalls in customer surveys

September 26th, 2009

“Our customer satisfaction doubled in comparison to last year”.

“Our customers are the most satisfied throughout the industry”.

“95% of our customers consider our service excellent”. Read the rest of this entry »

New Interest in, and New Tools for Measuring, Customer Satisfaction

September 26th, 2009

There’s new interest in solving an age-old corporate problem: how to measure customer satisfaction. Read the rest of this entry »

Customer satisfaction versus customer loyalty

September 26th, 2009

Companies have much enthusiasm for customer satisfaction. Many see it as a way of making customers happy, and others look at measuring loyalty.

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ALERD: The new paradigm in dynamic customer surveying.

September 26th, 2009

Ask, Listen, Evaluate Response, Dialogue! Read the rest of this entry »

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