Customer Satisfaction

happy-employees

Does Customer Satisfaction Affect Employee Satisfaction?

Business, Customer Satisfaction / By

Research shows that employee satisfaction can have a positive effect on customer satisfaction. But does it work the other way around? In a paper titled Relationship Between Employee Satisfaction and Customer Satisfaction, Beomjoon Choi of California State University, Sacramento and Hoseong Jeon of Hallym University in South Korea present their findings on the issue. As …

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New Tech Gauges Customer Satisfaction Via Emotion in Voice

Customer Satisfaction, Technology, Voice Biometrics / By

Taiwanese researchers have developed an automated technology that can gauge customer satisfaction over the phone. And it can do it better than humans. Shuchih Ernest Chang and Yu-Teng Jang of the National Chung Hsing University in Taiwan used recorded customer voice files to “construct an artificial neural network-based” technology that matches tone of voice to …

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boys-writing-code

Study: Self-Service Technologies Need an Opt-Out Button

Customer Experience, Customer Satisfaction, Self Service, Technology / By

In the not-too-distant future, virtually everyone will be technologically literate. As always, we’ll teach our kids the Three Rs (reading, writing, arithmetic), but we’ll also add The C (coding). However, we’re not there yet. My mom, for one, is (amusingly) illiterate when it comes to technology—she likes to go ‘into’ the internet, for example. She …

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15 Ways to Set and Meet Customer Expectations

Customer Experience, Customer Satisfaction / By

Setting and meeting customer expectations is a complicated, multi-step process that begins before first contact, continues throughout the customer relationship and requires the commitment of everyone in the organization along the way. ALIGNING STRATEGY 1—Let Go, Listen, and Hear Trying to control another human being is an exercise in futility. So, when working with undoubtedly …

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woman-listening

Why We Need to Follow Customer-to-Customer Feedback

Customer Experience, Customer Satisfaction / By

Social media has put everything into a new light, as empowered customers are taking up their mobile phones and tweeting their distress for all the world to see—Becky  Carroll Researchers Todd Arnold, Gary Frankwick and Jaewon Yoo wanted to know how the customer-to-customer relationship is affecting service today. In a joint study by Oklahoma University, the …

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