When serviced correctly, customers generate increased profits every year they stay with a company.
Columbia, MD (Vocus/PRWEB) March 09, 2011
The Chapman Group, who offers a wide range of consulting solutions with an emphasis on sales and marketing performance, have released their newest whitepaper which addresses measuring and optimizing the customer experience, “Measuring the Customer Experience – Knowing What the Customer Will Do Before They Do It!”
According to Dennis Chapman Sr., President and CEO of The Chapman Group, “Customers have been identified as the most important foundational pillar for business sustainability, and rightly so! It is the customer who can fire anyone, in any corporation, at any time, by taking their business elsewhere. Successful customer-centric organizations have learned that the primary driver of long term customer / supplier relationships is creating and sustaining extraordinary customer experiences. The only way to truly understand what customers perceive as "extraordinary" is to ask customers: what constitutes extraordinary and how does the experience your organization provides rank against their "supplier scorecard"?
The following whitepaper, authored by Dennis Chapman, addresses what customers now perceive as extraordinary, and what you as a supplier organization can do to measure and optimize the customer experience.
Outlined in this whitepaper are:
- How to Measure Customer Experience
- Whose Perception to Measure
- What to Measure to Holistically Assess the Customer Experience
- Best Practices for Customer Loyalty Surveys
- Three Key Business Strategies every Supplier Needs to Incorporate to Create Extraordinary Customer Experiences
To download this whitepaper, please click here: http://www.loyaltypro.com/Resources/White-Papers/index.htm
About The Chapman Group
The Chapman Group, founded in 1988, is a sales consulting firm that creates world class account management programs. We assist clients of all sizes, across a broad spectrum of industries, in increasing their revenue and retention through the implementation of innovative processes, methodologies, best practices, skills, and tools. The Chapman Group utilizes a metric-based approach to integrate the art with the science of account management, enabling our clients to grow by becoming more efficient, effective and profitable. Clients, National and Global, Fortune 1000 and Mid-tier, have all found considerable value in continuing their relationship with us, long after initial goals have been accomplished. Clients often request The Chapman Group to monitor performance while providing support in the form of strategic planning, coaching and skills training.