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The first step in exceeding your customer’s expectations is to know those expectations.
Hello,
I believe you are talking about customer delighteness? which is far beyond the normal obsolete terminology of customer satisfaction, if so, so you have to measure the customer journey end to end, beside applying Kano model.
I need to be very much vigilant on it.
I need to be focused on their performance to give them feedbacks on timely manner.
Should be reprimand on their mistakes.
Take proper customer feedback by calling from their NPS system that which customer has hit his credibility of the team member.