Customer Satisfaction Bonus Traps - Improving Customer Ex...

What this episode covers

Please give us a 'highly satisfied' rating!?! Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings? The answer to the second question exposes the company’s culture and customer experience management motives — whether they are striving to be customer centric (eager to know and act on what customers really think), or happy to be self centric (eager for positive publicity). The answer to the first question reveals weaknesses in the company’s performance management strategy — either imbalanced scorecards or poor training of employees. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (3:51).

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Frequently Asked Questions

How long is this episode of Improving Customer Experience?

This episode is 3 minutes long.

When was this Improving Customer Experience episode published?

This episode was published on May 13, 2010.

What is this episode about?

Please give us a 'highly satisfied' rating!?! Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build...

Can I download this Improving Customer Experience episode?

Yes, you can download this episode by clicking the download button on the episode player, or subscribe to the podcast in your preferred podcast app for automatic downloads.