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Decreasing the number of complaints by improving the quality of the products or the services we offer –is what a lot of organizations understand about how to do customer service, in particular, and business, in general. But are satisfied customers sufficient for the company’s long term profitable growth? Or do they need something else?
Organisational performance comprises a company’s actual results, as measured against its intended goals. Highly effective companies have a clear focus on leadership, design, people, change management, culture and engagement, so that organizational and individual capabilities contribute to the financial and operational performance, enabling strategy execution. Taking into consideration that almost every organization has profit as a strategic objective, customer satisfaction plays a major part in influencing revenues.
Tipping is a common social norm and voluntary practice in the US and not only, meant to reward someone for performing a service, especially a good one. In their recent article on the best and worst tippers in the US, Roberto A. Ferdman and Davis Yanofsky give an insight into the trends of tipping throughout the US in the food and beverage sector and, more specifically, in coffee shops, food trucks and restaurants.
Modern libraries today put in place different feedback forms, in order to assess their visitors’ satisfaction with the provided services. The present article analyzes two Customer Satisfaction forms proposed by The British Library and by Flinders University Library in Australia.
Nowadays, instead of using the old-fashioned customer satisfaction questionnaires, companies have a new choice: the emoticon-powered feedback app. The service, available to businesses, was created by a Spanish Startup called Emtrics in 2012 and it was announced during the Wayra Madrid Demo Day. It allows companies to collect real-time feedback from their customers, at their point of sale locations. It was already in use during the Demo Day: by using QR codes, the technology allowed investors to show their opinion regardingthe “new product”.
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