Today is day one of my two-day workshop. The subject is: Beyond Customer Satisfaction Measures, in other words, once you have some measure of satisfaction, or dissatisfaction, what can you do about it? Used the RATER analysis to explore what it is that customers focus on when making judgments about an organisation and then the SERVQUAL model to identify where gaps exist between customer expectations and customer experience. We then selected each of the gaps, explored why each gap could arise and examined methods for bridging the gaps.
Diverse group of delegates, 10 in all, from lots of different backgrounds: one from automotive manufacture and one from an insurance company illustrates the diversity, but they were all keen and engaged in the workshop with a great deal of enthusiasm.
A good start!
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