Tag Archives: customer satisfaction

How Positive Customer Loyalty Trend Can Save Your Business?

Let me ask you, do you know how loyal customers do you have? Are you using for example Net Promoter Score to measure the number of loyal customers? If not, then you are driving blind! Any company that knows their … read more

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The Straw Point: How Process Can Win or Lose Customers

In every process we have customer interaction points – how well we manage these “moments of truth” with our customers influences their levels of loyalty towards the firm. Loyal customers spend more and are more likely to recommend the firm to friends or collegues so … read more

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BPM and the Customer Experience

10 – 20 years ago, the marketing mantra was ‘happy customers’.  Today, the mantra is ‘ecstatic customers’.   Why the change? A happy customer will not be necessarily looking for other options, but the right offer could sway them. Ecstatic … read more

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BPM and Successful Customer Outcomes

From Seth Godin this morning… The simplest customer service frustration question of all – “Why isn’t this as important to you as it is to me?”   My Story Some background – I live in Texas where we have 3 … read more

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7 Ways to Build Customer Satisfaction into Your Business Process

Managing customer expectations and providing great customer service are very important nowadays. To be able to do that, you should build customer satisfaction into your business processes. Traditionally, organizations measure customer satisfaction once per year, long after service has been … read more

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BPM – What Do All These People Do?

People - BPM Leader

This is my first BPM blog under BPM leader. My focus is on BPM as a problem solving methodology/ approach and I hope to share with you in a conversational and interesting way, my thoughts and views on BPM.  Please … read more

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