P3CS5-3
In this tutorial you will learn:
- The techniques used to measure customer satisfaction.
- How to analyse customer satisfacation data.
- About setting performance targets and objectives.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘The ultimate guide to measuring customer satisfaction’, webpage from the Help Scout blog.
- Quantitative data analysis techniques for data-driven marketing', webpage from the iAquire website.
- The ten principles behind great customer experiences’, by Matt Watkinson, published by Pearson Education.
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click on this link to read: ‘Customer Experience Optimization: Why is customer satisfaction and customer loyalty research important?’ on the Decision Analyst website.
- Find and read chapter 31 ‘Customer magic moments’, chapter 39 ‘Designing fantastic service’ and chapter 45 ‘Secret shopper’ in ‘Five star service: how to deliver exceptional customer service’ by Michael Heppell, published by Prentice Hall.N.B. You should be able to borrow this book from your local library.
- Find and read chapter one ‘CX: the origins and importance for your business’ in ‘Measuring customer experience’ by Philipp Klaus, published by Palgrave Macmillan. Read N.B. You should be able to borrow this book from your local library.
- Think And Challenge
Laser Learning Ltd.
Academy House, 3 Langley Quay,
Waterside Drive, Langley,
Berkshire, SL3 6EY