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Customer Satisfaction Tracking

Ask yourself these questions about your customer relationships?

  • How do you monitor customer satisfaction?
  • Do you know the customer's perceptions of your business?
  • Do you know who your Most Valuable Customers (MVCs) are?
  • Do you routinely ask your MVCs if they are satisfied
  • Do you ask your MVCs how you can improve?
  • Is there someone other than the direct sales contact in charge of resolving customer complaints?
  • Do you monitor customer needs and know when they change?

Customer Satisfaction Tracking is...

A set of tools to measure customer needs, perceptions, and satisfaction levels with your products and services. Customer Satisfaction Tracking is a strategy for listening to customers, knowing what they value, and how satisfied they are with your services and products. It is critical to building and retaining a long term, profitable customer base.

What are the benefits of Customer Satisfaction Tracking?

  • Better able to fulfill customer needs
  • Increases customer loyalty
  • Retains valued customers
  • Creates competitive advantage
  • Increases sales per customer
  • Maximizes profits through value pricing

How can Phase 3 help me implement Customer Satisfaction Tracking?

We help you develop methods to listen to and talk with your customers in order to identify features they value and changes in products and services to maximize profits. We help create a dialogue between you and your customers by developing questions that measure customers needs and perceptions. Together we develop a plan for becoming customer driven and market oriented. We encourage you to use customer input to drive important business decisions.

 
 


© 2002-2004 Phase 3 Consulting, LLC All rights reserved.
David C. Cranmer, President
18629 Queen Elizabeth Dr.
Brookeville, MD 20833

301.807.3562 (Telephone)
301.570.0342 (Facsimile)
dave@phase3consulting.com