dit weblog gaat over customer interaction, oftewel alles wat met klantcontact te maken heeft via kanalen als website, selfservice, e-mail, telefoon, chat, etc. waarbij contactcenters een centrale plaats innemen.

dinsdag, november 08, 2005

The three D's of improving customer experience

Eighty percent of companies believe they deliver a superior customer experience, but only 8 percent of their customers agree, says Bain & Company. This article from Harvard Business School shows how to repair the disconnect, by transforming your company into one that is continually led and informed by its customers' voice.

posted by Huib van Weele at dinsdag, november 08, 2005