Overview of Customer Satisfaction Articles

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Inspect What You Expect To Keep More Customers
Presents a ten-step process to find and eliminate weaknesses in an organization’s market research that jeopardize a supplier’s ability to meet customers’ requirements.

Increase Sales: Apply Continuous Process Improvement To The Process of Managing Customer Loyalty
Describes a seven-step process, including trouble-shooting questions, that reveals where opportunities exist to improve the use of 13 factors that control employee job performance that impacts customer loyalty.

The Important Contribution of Market Research to Human Performance Technology
Describes the critical role of market research in managing the job performance of employees whose work impacts customer loyalty.

Keep Your Customers Coming Back – Give Useful Feedback To Your Employees
Tells how to manage customer loyalty using a five-step process for giving employees useful feedback about their job performance that impacts customer loyalty.