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80 Resources for

Customer Satisfaction

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BNET Business Dictionary

Customer Satisfaction: the degree to which customer expectations of a product or service are met or exceeded. Corporate and individual customers may have widely differing reasons for...; Customer Satisfaction definition on BNET »

BNET Resources

Westpac Set to Mirror St George Strategy: Westpac Bank will have to tread carefully if it wants to keep setting the standard for customer satisfaction at takeover target St George, a researcher says.Australia's fifth largest bank, St George, has consistently led the pack in customer satisfaction rankings at its retail and business banks.At a briefing focused...; Tags: Bank, Customer Satisfaction, Product Marketing, Marketing, AAP; News items 2008-06-10
Banks Keep Customers Despite Rate Rises: Customer satisfaction with Australia's five largest banks held firm in the March quarter, despite the strains of the global credit crunch and two rises in official rates, an industry survey found.The Panorama Financial Institution Customer Monitor, released by The Nielsen Company, found little change in the satisfaction of customers...; Tags: Bank, Financial Company, Customer, Customer Satisfaction, Financial Services, Product Marketing, Marketing, AAP; News items 2008-06-16
The Other Side of Customer Satisfaction: What an Audit Director Should Expect From the Audit Committee, Management and Other Customers: There's no question that customer satisfaction is a fundamental responsibility and goal of every Chief Audit Executive. By engaging in an active process based on asking, listening and measuring, one can able to deliver value and improve an organization's risk management, process efficiency and even employee productivity. When one act...; Tags: Product marketing, Protiviti, customer satisfaction, risk management, audit, job; White papers
Health Care Plan Management - Redefined: Humana Boosts Operational Efficiency and Customer Satisfaction: The challenge put forth by the client was to control rising benefits costs and ease decision-making for consumers, health-insurance provider Humana envisioned a Web-based health plan - but also needed an integrated e-business platform to support it. After carefully comparing competing software solutions, Humana selected EDS MetaVance® as the foundation...; Tags: Vertical industries, Benefits, HEALTHCARE, E-business/E-commerce, Channel management, Tools & Techniques, Electronic Data Systems Corp., Humana Inc., e-business platform, health care, value chain, Software Solution, customer satisfaction, decision-making, e-business, be; Case studies
Unlocking the Value of Your Customer Satisfaction Surveys: In contemporary times business environment companies cannot afford to lose a single profitable customer. By effectively leveraging results from a customer satisfaction survey an organization can respond to their customer's needs in ways that increase revenue as well as improve customer and employee, satisfaction and loyalty. Many companies perform customer...; Tags: Product marketing, customer satisfaction; White papers

Woodforest National Bank: New Speech-Enabled Telephone Banking System Will Improve Customer Satisfaction While Lowering Service and Telecommunications Costs: Woodforest National Bank is one of the largest employee-owned community banks in Texas, with over $1 billion dollars in assets and 134 commercial or retail locations. The old, inflexible dual-tone multi-frequency DTMF, or touch-tone, telephone solution limited the customer options and services offered, and was nearing capacity and growing more...; Tags: Telecom & Utilities, phone, asset, bank, telecommunications, Microsoft Corp.; Case studies
ClickPharmacy: Hispanic Woman-Owned Pharmacy Improves Performance and Customer Satisfaction: Headquartered in Miami, Florida, ClickPharmacy serves more than 5,000 independent drugstores as well as several hundred thousand consumers, physicians, and manufacturers through online distribution of pharmaceutical products. It found that its technology infrastructure could no longer support the company's increased Web traffic. In addition, employees found it difficult to collaborate...; Tags: Channel management, Databases, information service, physician, customer satisfaction, collaboration, Microsoft Corp., Web, Web site, software; Case studies
Revamped Roadside Assistance Program Fuels Customer Satisfaction: Setting New Standards for Personalized, Responsive Customer Service: When the luxury automaker's roadside assistance program wasn't meeting the level of quality of its product, the company called on EDS and a roadside assistance provider to tune up the program. EDS implemented a state-of-the-art roadside assistance solution that is multifaceted, robust and responsive. The company now electronically dispatches cases...; Tags: Product marketing, Electronic Data Systems Corp., customer satisfaction, customer service, phone; Case studies
Healthcare Organizations: What to Do When the Low-Hanging Fruit Is Gone: The cost of providing high quality services within the healthcare organization has increased significantly over the past one or two decades, primarily due to decreased payments and the increased cost of doing business. This has led many organizations to seek outside help in order to find and develop additional methods...; Tags: Product marketing, Vertical industries, Operational accounting, iSixSigma, health care company, customer satisfaction, health care, revenue, payment; White papers
Wind Telecommunications: New System Helps the Telecom Boost Network Performance and Customer Satisfaction: Following the deregulation of Italy's telecommunications market, Wind obtained licenses to begin services in 1998. But getting the company off the ground was not going to be easy. Wind wanted to build a telecommunications business from the ground up in this newly deregulated market. It turned to EDS for its...; Tags: Telecom & Utilities, Electronic Data Systems Corp., telecommunications market, Italy, telecommunications, customer satisfaction, telephony, database, mobile, network, Internet; Case studies
Online Support Communities: Best Practices and Deployment Tips for Reducing Costs and Increasing Customer Satisfaction: Harnessing customer feedback to improve your products and services can translate into a real competitive advantage. That's why a growing number of companies are deploying online support communities. Indeed, a well designed and properly moderated online support community delivers a number of key business benefits, including the ability to: ...; Tags: online support, best practice, customer satisfaction, competitive advantage; White papers
Vector Uses 'Intelligent Substation' to Meet Customer Satisfaction Goals: Vector is one of New Zealand's largest network infrastructure companies delivering electricity, gas, and broadband voice and data communications. To meet customer satisfaction goals, Vector upgraded its bulk metering to an "intelligent substation" solution using an ION enterprise energy management EEM system from Power Measurement. Renowned for high-resolution Power Quality...; Tags: Product marketing, Network technology, customer satisfaction, network infrastructure, wireless network, Ethernet, monitoring, broadband, network, wireless, phone, Web, Internet; Case studies
J.D. Power Banking Survey Shows Drop in Customer Satisfaction: Although American Airlines has been aptly criticized for introducing a ludicrous baggage-check fee, at least the company was upfront about it. Banks have been levying dubiously disclosed "stealth fees" against customers for years for unintentional overdrafts and cash advances, and the latest survey of customer banking satisfaction from J.D. Power...; Tags: Bank, J.D. Power Associates, Fee, Customer Satisfaction, Survey, Financial Services, Banking, Product Marketing, Marketing, Carlos Bergfeld; Blog posts 2008-05-28
New Customer Satisfaction Index Hints at Better Times Ahead: After a year of disappointing scores, the annual American Customer Satisfaction Index put together by the University of Michigan saw a modest 0.4 percent jump on the index's 100 point scale to 75.2. WINNERS. Scoring well were hotels such as Marriott, Hyatt and Hilton with scores of...; Tags: Product marketing, Telephony, Network technology, Peter Galuszka, Southwest Airlines Co., customer satisfaction, Fast-Food; Blog posts 2008-05-20
Survey On Customer Satisfaction: Use this template to get a survey of customer satisfaction. Explain that customer feedback is essential to improving your quality. Make the questionnaire short and easy to fill out. You may want to offer an incentive for them to complete it.; Tags: Product marketing, Marketing research, customer satisfaction, survey, incentive; Tools & templates 2008-01-01
E-Retail: More Profitable Websites: The sad truth of being an e-retailer is that one can never rest on the laurels. Even as one improve the site and thrill customers, their expectations will rise to meet the bar one keeps setting higher and higher. One must have the transactional, clickstream and customer satisfaction tools in...; Tags: Product marketing, customer satisfaction, Web site; White papers 2008-01-29
How to Sell Manager-To-Manager: How to Sell Manager-To-ManagerExcellent articleI've enjoyed this article as a good checkup for what works. In the industries I've been active in, I dropped the "consultant" title quite a while ago. As a former technology trainer, I learned early on that everyone usually wants the solutions handed to them....; Tags: Product marketing, customer satisfaction, Sell Manager-To-Manager; Discussion threads 2007-10-25
Moving from Selling to Account Management: To succeed in key account management, sales staff need to change their role and their objective. Instead of pursuing short-term profit, they must concentrate on managing customer relationships and understanding the customer’s whole business. Account managers have two important roles—account support and account development. Successful account management requires a wide...; Tags: Sales strategy, Sales force management, Sales channel, BNET Editorial, account management, sales productivity, sales force, sales process, sales, turnover, sales people, customer satisfaction, decision-making, team, job; Articles 2007-10-19
Customer Satisfaction Analyst: The Customer Satisfaction Analyst job description template includes the following job summary: Sources and compiles data for service operations, customer service, field service operations, and technical services. Additional information available includes essential job functions, additional responsibilities, and education and experience requirements.; Tags: Recruitment & Selection, Product marketing, service operation, customer satisfaction, job, analyst, customer service; Tools & templates 2007-09-09
The Challenge For Project-Centric Organisations In The 21st Century: The challenges for project-centric organisations today are many, including: The need to measure, monitor and ultimately improve project profitability; The delivery of timely and accurate information to support business decisions; Improved utilisation of precious resources within the business; Effective billing processes and cash collection; and the desire to reduce costs...; Tags: Customer Satisfaction, CedarOpenAccounts, Product Marketing, Performance Management, Marketing, Human Resources, Workforce Management; White papers 2007-06-19