Management Tools
Customer Satisfaction Systems
Customer Satisfaction Systems
Customer Satisfaction Systems grow a business’s revenues and profits by improving retention among its customers, employees and investors.
Management Tools
Customer Satisfaction Systems grow a business’s revenues and profits by improving retention among its customers, employees and investors.
Customer Satisfaction Systems grow a business’s revenues and profits by improving retention among its customers, employees and investors. Loyalty programs measure and track the loyalty of those groups, diagnose the root causes of defection among them and develop ways not only to boost their allegiance, but also to turn them into advocates for the company. Customer Satisfaction Systems quantifiably link financial results to changes in retention rates, maintaining that even small shifts in retention can yield significant changes in company profit performance and growth.
Usage and satisfaction among survey respondents
How Customer Satisfaction Systems work:
A comprehensive customer satisfaction program requires companies to:
RELATED TOPICS | HOW BAIN CAN HELP |
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Companies use Customer Satisfaction Systems to:
Five key trends emerged from Bain's survey of 1,268 managers.
Selected references
Dixon, Matthew, Karen Freeman, and Nicholas Toman. “Stop Trying to Delight Your Customers.” Harvard Business Review, July/August 2010, pp. 116–122.
Humby, Clive, Terry Hunt, and Tim Phillips. Scoring Points: How Tesco Continues to Win Customer Loyalty. 2d ed. Kogan Page, 2008.
Kumar, V., J. Andrew Petersen, and Robert P. Leone. “How Valuable Is Word of Mouth?” Harvard Business Review, October 2007, pp. 139–146.
Owen, Richard, and Laura L. Brooks. Answering the Ultimate Question: How Net Promoter Can Transform Your Business. Jossey-Bass, 2008.
Pearson, Bryan. The Loyalty Leap. Portfolio Hardcover, 2012.
Reichheld, Fred. Loyalty Rules: How Today’s Leaders Build Lasting Relationships. Harvard Business School Press, 2003.
Reichheld, Fred. “The Microeconomics of Customer Relationships.” MIT Sloan Management Review, Winter 2006, pp. 73–78.
Reichheld, Fred. “The One Number You Need to Grow.” Harvard Business Review, December 2003, pp. 46–54.
Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0. Harvard Business Review Press, 2011.
Reinartz, Werner, and V. Kumar. “The Mismanagement of Customer Loyalty.” Harvard Business Review, July 2002, pp. 4–12.