INSIDE
THIS EDITION..
Emotional Experience
|
 |
PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
|
|
Rewarding Customer Satisfaction
In this article Ray Robertson, Director of Strategic Reward, sets out a four-step process to rewarding customer satisfaction and some examples of how it can work in different organisational circumstances
How do you feel after you've stayed at a hotel where you were treated like a VIP? Great, relaxed and happy! You book a return visit and you tell your friends about it. How do you feel after visiting a retail store where the sales representatives treated you as an "inconvenience" they had to deal with? annoyed, dissatisfied and negative! You tell your friends and they tell other people too. Next time, you and they shop elsewhere. Ray Robertson explains why employees who deliver great customer service should be rewarded. and why those who don't, shouldn't be.
Click here to view the whole article (pdf format)
|
|
