CLIENT CASE STUDY 6: Focusing All Employees on Satisfying Customers
Client company with over 10,000 customers in a highly competitive market, had no consistent way to measure customer satisfaction overall or for an individual customer, or track the impact of new programs.
Using an outside service, survey each month by phone a sample of customers nationally and carefully track results for each key performance catagory. If results were unsatisfactory for a specific customer, ask their permission to forward the issue directly to the responsible General Manager for followup within three days. The resolution was reported to senior management…no excuses!
Baseline measurement found that highly satisfied customers were significantly more profitable. Also, the rapid response program reduced lost customers substantially, with an overall positive measurable impact on profitability.