The Value of Understanding the Customer Experience
by Robert Jew|
How many of you collect formal customer feedback for your organization? What are you doing with the information? Many organizations don’t know how to systematically measure customer satisfaction, wasting tremendous amounts of time and money. If you aren’t seeing value from the collections, or feel like you aren’t getting your money’s worth, I’ve got tips that could boost overall productivity and enhance the customer experience.
Yesterday at the local HDI Atlanta Chapter meeting, David Chism from Carestream Dental and I co-presented on the value that collecting customer satisfaction can have on any organization. The cornerstone of every support organization should be an effective process for gathering, analyzing, and applying CSAT data. By analyzing data at a more detailed level, support managers can gain deeper insight into their end-users, enabling them to see their preferences and enhance the overall experience. David shared a case study example of how Carestream Dental implemented processes to more accurately measure how their customers felt and how they found the business value in what their customers were telling them.
What it all boils down to is this: the true value of determining the customer experience comes from a proper methodology for creating a successful CSAT program, as well as accommodating the technology shift to employ processes and technologies to deliver a superior customer experience, providing value back to your business.
Yesterday’s presentation was a sneak peak for what we plan to present at the annual HDI 2013 Conference & Expo at Mandalay Bay in Las Vegas, April 16-19. If you are going to be at the conference and want to find out more on how to best collect CSAT data, make sure to attend our session!
Also, make sure to check out the HDI 2013 Benchmark Report: Staffing Desktop Support. The report outlines that desktop support offers some real challenges when trying to make staffing decisions, due to the nature of the work involved. There is no standardized approach or magic formula for calculating the appropriate staffing ratio – too much variation, no one-size-fits-all. This brief is only available to HDI members, but you can download a complimentary copy from Bomgar.
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