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KL advocates a pragmatic solution to maximizing
customer satisfaction (You can't please everybody and
there are some customers you'd rather send to your
competitors). We have experience in setting up ongoing
programs to measure service quality and customer
satisfaction both on a transactional basis (i.e., after
a client has an interaction with your firm) as well as
on a broader, relational basis (i.e., how customers
perceive your firm overall, the results of their
dealings with you in the past year or so, and their
perceptions of your firm viz a viz your competitor set).
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