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It’s not “all about you”: A more customer centric approach to customer satisfaction research
The irony of most customer satisfaction research, including Net Promoter Score, is that it uses a vendor-centric lens to evaluate the health of the customer base. The most commonly-used metrics in customer satisfaction research are more about the vendor than about the customer (e.g., likelihood to recommend, satisfaction with vendor’s service, satisfaction with vendor’s product, etc.) The reason for the vendor-centric approach is a desire to focus on the levers that the vendor controls and can take action on using the data.
Read More5 Questions to add to your Win/Loss analysis
Many companies conduct win/loss analysis on a formal or informal basis. These efforts often focus on product features, pricing and the performance of the sales reps which are critical to understanding the sales process.
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