Qualidade

By guiding the design of customer interactions, the principles of behavioral science offer a simple, low-cost route to improved customer satisfaction. Service operations seem a natural setting for the ideas of behavioral science. Every year, companies have thousands, even millions, of interactions with human beings—also known as customers. Their perceptions of an interaction, behavioral scientists

A study of over 3000 people discovered that men and women have yet another difference: the way they process emotions. According to researchers, this means that they remember different things about an experience. Knowing that the memory of the experience is what makes a Customer return, every organization should adapt their experience to appeal differently

The American Customer Satisfaction Index uses customer interviews as input to a multi-equation econometric model developed at the University of Michigan’s Ross School of Business. The ACSI model is a cause-and-effect model with indices for drivers of satisfaction on the left side (customer expectations, perceived quality, and perceived value), satisfaction (ACSI) in the center, and

O impacto da nova força do cliente para destruir reputações está revolucionando o modo como às empresas lidam com seu público Quer brincar de arqueólogo? Basta ler artigos sobre reclamações de consumidores ao longo das últimas décadas. Embora a publicidade paga tenha nascido no século XIX e o marketing no início do século XX, só