Satisfaction e Loyalty, una differenza importante

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AICEX: Talvolta “dimentichiamo” la differenza e le implicazioni che questa comporta sul Business. 

Customer Satisfaction Definition

Customer satisfaction is a customer’s perceived satisfaction or happiness with a company based on their overall experience with the company’s products and services, the way they’re treated by employees and all other interactions they’ve had with the company. A company’s customer satisfaction score is normally based on data collected in surveys.

It’s important to remember that customer satisfaction can:

  • be fleeting and fickle – here today, gone tomorrow. A customer reevaluates their level of satisfaction with your company after every individual interaction they have. Their online experience may have been great, but a later phone conversation may have been horrible so their response to your question, “are you satisfied,” could change from one day to the next.
  • provide a false sense of security to your company.  For example, cable television customers who have only one service provider available to them in their area may say that they are satisfied with their service because they haven’t experienced any problems. However, they would switch providers in a minute if a competitor came to town with a lower price or more features.

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4 lezioni di Customer Satisfaction da JetBlue

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AICEX: Alla ricerca della soddisfazione perduta, tutti vogliono clienti soddisfatti, felici, e disposti a spendere. Ma alcune aziende dimenticano di pensare a cosa vogliono i clienti. E altre, pur sapendolo, fanno ben poco. Eppure basterebbe ricordare che tutti noi siamo clienti di qualcuno, e che tutte le persone sono clienti ma il viceversa non è vero. Riprendiamo un interessante articolo sul tema.

JetBlue has come up trumps again, leading all airlines in passenger satisfaction for the third consecutive year. According to the American Customer Satisfaction Index (ACSI), JetBlue scored 79/100 to top the airline category. Southwest 78 and Delta 71, rounded out the top three.
So how does JetBlue keep winning this customer satisfaction accolade year after year?

What does JetBlue do differently to United (ranked a distant sixth) that makes their customers so much happier?

These are the questions I want to explore today. Through analyzing research from some of the industry’s most knowledgeable experts, I’ve compiled a list of four lessons you can learn from JetBlue to help you achieve industry high customer satisfaction.

The first lesson… Continua a leggere “4 lezioni di Customer Satisfaction da JetBlue”