Which great leader could possibly fail to realise the importance of customer satisfaction? Well, it´s…
Thanks to the burgeoning world of e-commerce, the average retail business is competing with providers…
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Dear Netigate user, In September 2015 we launched our new Insight platform and on the…
A basic overview of how to use Netigates insight platform to analyze the result of your surveys.
As part of the SCA global marketing programme, they have entered a boat into the Volvo Ocean Race, a round-the-world yacht race, with an entirely female crew. To find out how race visitors view SCA and its brand presence, a number of different visitor surveys have been set up targeting a range of target markets. During the leg between Newport and Lisbon, I managed to have a chat with Nina Ekstrand, Brand & Marketing Director of Team SCA Ocean Racing, to learn more about how they are using feedback from customers and the public in the Volvo Ocean Race.
“No, there’s no time to measure and analyse customer loyalty. We have to focus on preventing churn.” I hear variations on this statement every now and then from representatives of various company management teams. A lack of time is a modern phenomenon suffered by most companies. However, the argument above is like putting a plaster on an injury and hoping it will get better instead of trying to heal it from within. Knowing what makes customers leave is always better than taking a chance, and yet many managers still believe that customer loyalty surveys have to be time-consuming and large-scale. This is not true. It depends on how they are done. The entire process can be done automatically now.
Even though you as an HR Manager know about the advantages of employee surveys and about the value they bring for the whole organization, persuading efforts might be necessary before you start a survey. Especially if employee surveys are not yet well established in your company, it is most likely that you meet opposition: The work council might have concerns about data security, the staff worries about anonymity and their jobs and maybe the management does not back the project assuming high costs and low benefits.
Identifying and grading your customers’ touchpoints in the customer journey are the first steps to enable you to get a full grip of the customer satisfaction levels in your organisation. Allowing customers to give feedback and speak their mind along the way will help give you a full understanding of the customer experience and a great foundation on which to grow and improve your business.
Successful businesses put their customers at the centre of their corporate culture and they always start with the customer’s best interest in mind when developing processes, products or services. Customer data can help you better understand and use segmentation to identify your best customers. Product and service development should always be made for the best customers – they are loyal and engaged in what you do. But you need to be attentive and listen closely to what your best customers have to say, otherwise they will feel disregarded and will soon be found in your competitor’s nest. Here are a few tips for you to consider if you want to put your customers’ voice at the core of your organisation.
Employees throughout Sweden generally have a positive view of their workplaces, but there are also a number of areas for improvement for Swedish managers to tackle. For the seventh year in a row, we are releasing the biggest aggregated employee report in Sweden, which is based on the results of Netigate’s 2014 employee survey. The result is a compilation of responses from approximately 10,000 individuals in 80 workplaces throughout Sweden. Read more about the results and download the report here.
The global debate that raged on Friday 27thFebruary now has come to a final decision according to our study. 55% say the dress is white and gold and only 45% believe that the dress is blue and black.
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