Customer Satisfaction Management
Archer Schoen Associates have unique expertise in mastering and managing Customer satisfaction, with proven long-term results in challenging markets. Although "Customer Satisfaction" is probably the most over-used expression in business today, few companies really understand what it means. True Customer satisfaction, resulting in real Customer confidence that can override inevitable in-service issues, is not superficial; it requires a receptive company culture, the will and skill to really listen to Customers, the knowledge to understand what they are saying and why, and an infrastructure that enables the company to make maximum use of the valuable information Customers provide.
Customers can provide vital input to business strategy and product development, both key factors in financial and competitive performance. Customers who participate in developing a product or service will generally buy it, but only if the working relationship is a healthy and productive one for them, or in other words, if they "believe in" their supplier.
Using a process-based, behavioral approach, Archer Schoen Associates conduct a detailed assessment of your company's Customer-satisfaction performance, then work with you and your staff to impart the knowledge and develop the strategies and tools that will enable your company to achieve and sustain market-beating results.
Our Customer satisfaction capabilities are based on corporate management techniques and strategies for harnessing, maintaining, and improving Customer satisfaction, including (but not limited to):
- Critique and Improvement of Existing Customer Satisfaction Strategies and Tools
- Customer Satisfaction Impact of Company Communications
- Marketing and After-Sales Documentation and Communications
- Telephone and Internet Communications
- Internal Communications
- Technical Documentation
- Management Team Coaching and Behavior-Based Training for Staff
- Understanding Company Processes Impacting Customer Perception
- Who are YOUR Customers?
- External and Internal Customers and Stakeholders
- The Critical Role of Non-Direct-Contact Staff
- Perception Management and Modification
- Customer Service "Do's and Don'ts"
- Are Customers Really "Always Right"?
- Turning Angry Customers Into Satisfied Ones
- Why Customer Demands Evolve: Managing Customer Satisfaction in a Constantly Changing Business Environment
- Customer-Satisfaction-Based Team Building and Staff Performance
- The Importance of "Empowerment" and "Taking Ownership"
- Value and Use of Customer-Based Performance Assessment
- Customer Satisfaction Measurement-Tool Development and Processes for Data Application
- Quantitative Findings, Statistical Methods, and Their Pitfalls
- How to Generate and Apply Qualitative Findings and Customer Comments
- Partnering with Customers for Product or Service Improvement and Development
