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Telephone vs. Web Based Survey
A Dozen Problems With Applied Customer Measurement
PROBLEM ONE. FAILURE TO CONNECT CUSTOMER MEASUREMENTS TO FINANCIALS
PROBLEM TWO. THE ASSUMPTION THAT ALL CUSTOMER LOSS IS BAD
PROBLEM THREE. VIEWING SATISFACTION IN ABSOLUTE TERMS
PROBLEM FOUR. BELIEVING THAT MEASURING IS DOING
PROBLEM FIVE. ASSUMING STAYING OR LEAVING HINGES SOLELY ON SATISFACTION
PROBLEM SIX. IGNORING BEHAVIORAL MODERATORS
PROBLEM SEVEN. STOPPING SHORT AT THE OUTCOME OF RETENTION
PROBLEM EIGHT. STUDYING CURRENT CUSTOMERS TO UNDERSTAND DEFECTION
PROBLEM NINE. IGNORING CUSTOMER ACQUISITION DYNAMICS
PROBLEM TEN. NEGLECTING CONTACT EMPLOYEES AS A CRITICAL CONTROLLABLE
PROBLEM ELEVEN. MISSING INTEGRATIVE OPPORTUNITIES
PROBLEM TWELVE. FAILING TO LEVERAGE AVAILABLE TECHNOLOGY
CONCLUDING THOUGHTS
Research ROI
Return on Research Investments
Transaction Research
Customer Transaction Research
Net Promoter Score
NPS Weaknesses
Why Research is Critical
Expand Your Customer Satisfaction Research Focus
Employee Monitoring
Privacy Issues in the Workplace: Have Electronic Communications and Monitoring Changed the Rules?
Sources of Potential Liability When Monitoring Employee Communications
Company Liability as a Result of Not Monitoring Employees
Other Consequences of Employee Internet Use
Steps for Companies to Minimize the Risks of Employee e-Communications
Establishing an Effective Company Policy on Employees' e-Communications
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