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Erik Byström er seniorkonsulent i Northstream. Dette innlegget ble opprinnelige publisert på Northstream-bloggen .

Feil at kundene har for høye forventninger

Kundetilfredshet avgjør om kundene blir lojale og er villig til å betale ekstra. Bare se på Apple, skriver Erik Byström i Northstream 

I recently attended a seminar where the research agency Swedish Quality Index (EPSI Rating) presented their customer satisfaction results from the telecom industry. The Quality Index is based on surveys with some 10,000 people rating individual and business consumer expectations and outcomes forSwedish operators, fixed and mobile. Results presented pointed to a major gap between expectations on service and experience of delivery for individual and business customers alike. Here comes the interes

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