Professional Documents
Culture Documents
Customer Value
Customer Value
www.servicestrategies.com Jhamilton@servicestrategies.com
John Hamilton
President & CEO
Service Strategies Corporation
We’ve all heard about “top box” scoring. But what does
it mean? What is its correlation to delivering world-
class service and reaching beyond customer satisfaction
and creating customer loyalty?
9. Company reputation
Customer Satisfaction Measurement
10
Extremel
80th
y
Percentile 9
7-Point Satisfied
Rating Scale 8
7 7
6 6 Satisfactio
4-Point n
Rating Scale 5 5
4 4 4
3 3 3
2 2 2
Extremely
1 1 1 Dissatisfie
Customer Loyalty Management
Immunity
Inoculated against competitive threats
HOWEVER,
1. Account Management
2. Compensation linked to satisfaction &
loyalty
3. Complaint process
4. Service performance metrics
5. Quality programs
6. Lifecycle and Retention measurement
Account Management
Technical Account Management role
Prime interface, dedicated to taking care of
the customer
Become an extension of the customer
organization
Manage service problem escalation and
resolution
Customer advocate
Compensation Linked to
Customer Satisfaction & Loyalty
Management goals and incentives tied
to loyalty
Service employees compensation also
linked to customer satisfaction
Customer - Employee Loyalty Link
Loyalty targets established and
reviewed periodically
Complaint Process
Pricing
Service & Support
Product
Corporate
Other
Characteristics of Companies with
High Customer Loyalty
Customers define quality
Provided a variety of services
Services are customized to suit client
Convenience of services
Timeliness of services
Understand expectations and set customer
service standards well above these
expectations (to “delight” customers)
Scorecard
Employee Satisfaction
Accountability
Customer Satisfaction
& Loyalty
Financial
Results
Conclusion