By Brian Rosenberg, CEO, Servicemind

There is nothing wrong with measuring customer satisfaction of a product, service or a transaction - quite the reverse. Unfortunately, this alone rarely creates growth in market share, turnover and the bottom line that many companies expect. Not only because surveys in themselves do not create satisfied customers (it is well known that a pig will not become fat from being weighed), but also because the actions you take on the basis of the survey, often do not give the return you hoped for.

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By Duncan Lawley

It will come as no surprise to learn that many companies across the globe are looking to tighten their budgets in the face of the servere economic challenges they face. The majority however, are keen that these savings do not cut across customer satisfaction therefore putting loyalty at risk. The words “customer experience management” are, today, being used more and more frequently as an expression of urgent company focus. But what does this mean in reality?
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By Duncan Lawley

Brand owners promoting products in store need to carefully manage the implementation process a recent Servicemind study reveals.

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