When people think about measuring customer satisfaction, they naturally assume a corollary is customer loyalty.
Unfortunately, customer satisfaction can only be a reliable predictor of customer behavior, and by extension loyalty, when evaluated within the context of the customer journey.
At what point is the customer satisfied—at the purchase, when help is needed, or when perceived value is achieved?
A colleague recently experienced a great example of measuring customer satisfaction throughout the customer journey when he received a survey for a hotel for a recent stay. He was asked to rate his satisfaction about booking his reservation, the quality of his arrival, the cleanliness of the room, the ease of checkout and overall satisfaction. He gave top marks, including commenting on a friendly employee who provided a recommendation for a great restaurant.
What about you? Are you measuring satisfaction throughout the customer journey? Are you receiving feedback results that help you tie customer loyalty to operational measurements such as customer satisfaction? If not, join us for an upcoming webinar that provides practical, tactical actions you can take to make a difference quickly.
Learn More from Verint Customer Experience Experts
A key indicator of customer loyalty is a company’s effectiveness in delivering value to customers. Too often organizations get distracted by measuring against internal metrics, such as customer satisfaction, which is not an accurate predictor of customer loyalty.
Join Verint and Loyalty 360 to learn interesting new approaches for measuring the effectiveness of your efforts to deliver value to customers:
Date: October 6, 2016
Time: 1 – 2 p.m. ET
Presenters: Brian Koma, Vice President & CX Practice Leader, Verint Systems and Sean Mahoney, CCXP, Director, Solutions Consulting, Verint Systems