Articles filed under Customer satisfaction
Most CRM strategies are obsolete. Yours too?
By Pierre-Nicolas Schwab •
The functionality of CRM software determines CRM strategies. In this article, I explain why many companies are following strategies that have become obsolete.
Measuring customer satisfaction: SMEs are lagging
Research shows that SMEs measure satisfaction less frequently than larger companies. In this article, we provide a clear explanation based on published research.
An interactive window that surfs on recovery
The store window is an essential component of any successful store. Yet, they are rarely designed to be interactive. The Jamini store in Paris is. And it is even more successful for being part of a neighborhood initiative.
Net Promoter Score (NPS): a reliable measure of customer satisfaction?
By Pierre-Nicolas Schwab •
The Net Promoter Score (NPS) is universally used to measure customer satisfaction. However, it was created for another purpose. Find out in this article whether the NPS is dependable and its limitations.
Customer satisfaction: top managers should talk to their customers
By Pierre-Nicolas Schwab •
Top management is often detached from customer reality. Jeff Bezos (Amazon) and Ryanair have implemented organizational solutions to put customer satisfaction at the center of their concerns.
Don’t smile too much if you want to be perceived as competent
By Pierre-Nicolas Schwab •
How can you increase your chances of turning a prospect into a customer? Closing the deal also depends on how competent you feel. Research unravels some of the mysteries.
Customer satisfaction: priority to reducing waiting times
By Pierre-Nicolas Schwab •
Waiting time has an impact on customer satisfaction. Research published in 2023 reveals 3 specific findings that help companies understand how to manage waiting time to maximize customer satisfaction.
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Customer satisfaction: an example of NPS misuse
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Customer experience: 5 key moments to measure customer satisfaction
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Customer satisfaction: issues and challenges in the post-covid era
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For Axa, customer satisfaction is not a priority. And it’s no secret!
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Customer service: the words used influence customer satisfaction [Research]
![Illustration of our post "Customer service: the words used influence customer satisfaction [Research]"](https://dev.intotheminds.com/app/uploads/geek_with_old_cell_phone-120x90.jpg)
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