Qualidade

Using behavioral science to improve the customer experience

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 …

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25 Quick Tips to Involve Your Staff in Customer Experience

Looking for ways to increase revenue, decrease cost and knock your competitors out of your way? It’s time to get serious about your Customers! It’s not about providing good service, it’s about providing a WOW service. It’s about keeping great staff, getting your customers talking, measuring results, making changes and taking advantage of the many …

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The Science of Customer Satisfaction

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 …

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As múltiplas personalidades do atendimento ao cliente

A Aspect divulgou o estudo as “Personas de Atendimento ao Cliente”, uma personificação da abordagem de cinco segmentos de empresas e execução de atendimento ao consumidor. Com base em análises de práticas identificadas por tomadores de decisão do setor de atendimento, o estudo de ‘personas’ pretende ajudar empresas a descobrir onde elas se encaixam em …

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