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Numerous articles on the Internet promote various sophisticated ways to measure customer satisfaction by providing the lists of the 5/10/15 best customer metrics. But it appears that there are two problems with these metrics:
1. Most of them focus on effective customer support, rather than on the deeper reasons of customer satisfaction.
2. The ways to implement these metrics into company's strategy are not discussed at all.
A feedback from customer (or at least some of its parts) can be taken into account when company designs a business strategy. This feedback is not only about metrics (which for sure help), it is more about listening to clients. Experienced managers could transform very specific requests from customers to more abstract ideas that can be realized in the form of a business strategy.