Our research shows that 4 out of 10 employees say customers have
trouble doing business with their organization.
Senior management in most organizations has no idea what their
customers are really thinking. They are insulated from the problems customers
experience at the front lines of their company. Making matters worse is that in
the interest of cost efficiency, organizations are establishing systems that
mechanize rather humanize the customer experience.
Management consistently assumes a level of satisfaction that
does not exist. Most would be surprised to learn that more than 40 percent of
employees believe it is difficult to do business with their organization.
Understanding how customers really feel plays a critical role in retaining an
organization's most important asset, its customers.
In this speech, Dr. Bruce Katcher will provide solutions to
these problems based on his 25 years of management consulting experience.
Suggestions he will discuss include:
Provide Opportunities for More
Employee-Customer "Face Time"
Get Senior Management More Involved With
Survey Customers Regularly
Implement a "Keep in Touch" Program
Speak With Customers Who Leave
Survey New Customers About Their Experience
Analyze Why Some Customers Bought and Others
Conduct a "Shopping Study" to Understand the
Experience of Buyers
Conduct an Internal Customer Satisfaction Study
For further information on how Bruce can enhance your next
meeting by educating, informing, and entertaining your colleagues, contact him
at: 888-784-4367, or email .
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