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We've come to a crossroads with the site. Do we continue to implement new features or do we just keep doing what we do best: provide tons of information on books? You will help us make that decision. We don't want to be all things to all people, but if there are one or two major areas that you would like to see incorporated into the site, we'd like to know about it.
According to the fourth annual Accenture study of customer satisfaction, how well companies understood and met the distinct preferences and expectations of the customers they serve—from how long they’re willing to wait for service to the way they are treated by customer service representatives—continued exerting a powerful influence over their willingness to remain customers versus their propensity to leave.
In fact, consumers participating in the study ranked the quality of the customer experience ranked as the primary reason why they chose to leave providers during the past year—cited even more often than finding a better price somewhere else, despite the economic uncertainty faced by consumers in many of these markets.
These findings show that organizations must be deeply attuned to today’s consumers: who they are, how to reach them and what kind of experience they expect—particularly in times of economic uncertainty, when consumer needs are most likely to change.
Without these deep insights, organizations will be flying blind when it comes to deciding how to streamline the cost of service, reduce the cost of sales, target new sources of growth—in short, how to achieve and sustain high performance.
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