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Transforming Customer Satisfaction

Loyal customers are hard won, but, in today’s fast-paced digital age, more easily lost than ever.

Improve customer satisfaction

New channels and changing customer behaviour have transformed the way we find, buy, switch between and share experiences of products and services.

Transforming customer satisfaction infographic


For businesses, this drives healthy competition and brings diversified revenue streams; for customers and clients, there’s greater flexibility as to how, where and when they access products and services.

We’ve created a range of thought leadership articles and podcasts to help organisations across the sectors:

  • get to grips with the business benefits of C-Sat
  • unlock the value of measuring C-Sat
  • overcome the challenges and make the most of the opportunities.

Podcasts

Episode 1 - What is C-Sat and why should businesses measure it?

In this podcast, we discuss the value of C-Sat as a metric – and how this and other measurements can be translated into continuous, practical improvements.

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Episode 2 - Is the DNA of companies that excel at C-Sat different?

We look at some of the common traits shared by businesses which have high levels of customer satisfaction and whether there are lessons that other organisations can learn from them.

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Episode 3 - The future of C-Sat

In this podcast, we discuss the future of C-Sat and where the opportunities and challenges lie for both B2B and B2C businesses.

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Episode 4 - Embedding a culture of customer satisfaction

We discuss the link between a company’s bottom lines and their C-Sat scores, and why C-Sat should be the responsibility of everyone in a company, including the board and the CEO.

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