The Value Of Well Thought Out Customer Satisfaction Surveys

It is impossible to overestimate the importance of customer service.When a patron enjoys his or her interactions with a business, it rarely equates to a single transaction.They may begin a lifelong relationship with the business, resulting in perhaps hundreds of sales over the years.Even more importantly, that one person may spread word about their pleasant experience to friends, relatives, and neighbors.When these new customers begin spreading the word about their new business relationship, a company really starts to grow.Every manager knows the value of good customer service, but it can be easy to forget just how important it is.In the modern marketplace, the best way to assess the quality of a company's customer service is through the use of customer satisfaction surveys.

In an ideal world, a manager shakes every client's hand on the way out the door, looks them in the eye, and is able to tell if they will be coming back in the future.Unfortunately, it is unrealistic to expect managerial contact with each patron.The manager would also need a very sharp eye to judge satisfaction from such a brief interaction.Many people are not willing to criticize a business directly by speaking to an employee or manager.Of course, some are perfectly willing to do this, but it would be a mistake to base their judgments on this minority.

Surveys are effective because they use a representative sample to tap into the broad range of responses.With a broad examination the concerns of every customer type are represented.Successful businesses use this information by adjusting to buyer needs.If there are repeated complaints about store atmosphere, the corporation spices up the music, painting, or lighting.When a company acts swiftly to improve a problem area, it elicits a strong, positive response from clientele.In fact, many people favor a very responsive business to one that often gets things right the first time.It shows that the managers are willing to put in the effort to improve and adapt to changing circumstances.Identifying concerns is a great way to utilize a questionnaire.

They are also useful for finding out what works.Smart managers accent the positive aspects of a business.If customers repeatedly note the friendliness of employees, the employees should find out.When staff knows that their actions are appreciated, they are more likely to reach out and help people.If certain types of products or services are named as favorites, they can be made more available or restocked more frequently.Understanding what clientele are looking for in a company can be helpful in any number of ways.

Survey research firms are able to analyze the results to uncover the main issues that come up for buyers across different groups.These important issues, called root causes, are determined through advanced statistical analysis and psychological aptitude.Identification of root causes allows managers to assign priority to the issues that need to be addressed the most.They contain a load of information, but that information must be turned into action for a business to improve.

There are different types of customer satisfaction surveys.Customer satisfaction surveys are the most common because they address patrons' needs and desires.Knowing what they are looking for in a product or service can be the most important information a business can acquire.Mistakes in this area can be devastating because they represent failures in the most basic task of the trade.The ability to adjust to the demands of buyers is an invaluable quality in a commercial enterprise.Satisfied people become loyal clientele, and the more a business has, the better their image becomes.Loyal customers spreading positive reactions fuel company growth.Talk about priceless advertising.

About the Author

Andy West is a writer for NBRI, dedicated to the implementation and follow through of business's customer satisfaction surveys.

For more information please visit NBRII.com.

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What Do Business Owners Want Internet Marketers To Do For Them?

When I say business owners I mean established mainstream companies that employ from 5-500 people.Companies up and down Main Street in every country where you could be reading this message.Real people manufacturing, selling, and distributing real products and services.These companies account for virtually 100% of job growth now and will do so in the future.

These companies are privately held and/or family owned - the money being spent or invested by them is their own money so they are sensitive to the principles of ROI.And they are always on the lookout for people who understand them and who can help them understand the elements of doing business in the 21st Century - by that I mean, online.

They tell me they want to increase their market share in their traditional marketing area.While they may be doing just fine doing business where they've always done it - you can be sure they are not getting all the business that is out there.Sometimes they know this and know why - but they don't know how to change it.Often they are driving right past profitable accounts without realizing it.Maybe you can help them see their picture more clearly.

They want to extend their marketing area by 50-100 miles in every direction.I am not making the 50-100 mile radius up.Within 50 miles they can deliver what the sell, service it, and go there take care of business and come back all in one day.Beyond that there are additional fixed costs to consider.Within 100 miles they can connect with an entire new population of prospects.While they are not "from there" they are close enough to do business with and they are a fresh face on the scene.

They tell me they want to increase their "share of customer" meaning that they want to be the sole source provider of products and/or services in their category that their clients and customers use.Why not strive to get all their business - make each customer a Key Account and the profit per will soar.They also want to make online sales and service a default part of the company - so at least some elements of their organization are in gear and running 24/7/365.

They want to grow their bottom line with easier automated customer acquisition, increased productivity, reduced costs, and a higher sales volume.Along with automation there are complimentary products and services they can offer without increasing their fixed overhead.

And they recognize that customer loyally is vital to a healthy bottom line.It depends on the industry but I have read studies that illustrate that existing loyal customers are five times more profitable than banging away to keep getting new ones.

So how can you help them?Can you help them source complimentary products?Can you teach them how to use Internet marketing strategies, marketing that was previously for 100% online businesses and integrate it into their offline business?Can your strategies help them leverage their existing accounts with the web 2.0 strategies that are second nature to you - and that will mesmerize them, to grow the profitability of the customers they already have?

By now I hope you are thinking about the implications of what you've just read and I also hope you will take a few seconds and post your comments for the rest of us.By sharing your experiences and insights here you will be adding to the richness of the conversation.

About the Author

Just like you, Wayne Messick is concerned about strategies for success in these challenging times.

Determined to realize your potential, get his free report that is guaranteed to help you achieve the success you seek at http://www.wdm.net and also receive a COST OF CONFLICT calculator at no charge.

Professionals should http://www.familybusinessadvisors.biz join the brand new directory of professionals.

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Patients Are Dying For Attention

Every year, multiple personal injury claims are brought against the National Health Service because of medical negligence cases that have either led to the death or serious injury of a patient.

The NHS has held an enviable reputation over the years as an institution dedicated to the health of the nation.It has been funded by the government and by tax payers money and, although it has experienced its ups and downs within its management, by and large it has been a worthwhile organisation that has saved the lives of millions of people through diagnosis and treatment.

However, the money that is ploughed into a system that Britain was so proud of, has tailed off.The investment from the government is not what it once was and with the growing population and the fact that people are now living longer, there is an ever-increasing strain on the NHS.

Because of this, drugs are not uniformly available to everyone, hospitals are having to use contractors for cleaning and cooking - something that would once have been done by hospital staff trained in absolute cleanliness - and there is a severe shortage of staff with the few available working unacceptably long hours and under performing in their duties.

This leads to untold difficulties.Human error is a part of life but when it comes to having peoples lives in your hands, standards have to be that much higher.Because they are not, mistakes are made, people suffer personal injury at a time when they have no choice other than to put their full trust in a failing system and they have to trust their lives to the doctors and nurses who are, themselves, suffering unbearable pressures.

Personal injury from medical negligence is something that is occurring more and more frequently.Doctors are tired after working double shifts and attention to detail unfortunately comes at the expense of patient's lives.Just this week, a twenty nine year old social worker lost her life to medical negligence after a hospital stay saw her have an operation to remove gall stones.

Normally a relatively straight forward procedure, there is a risk of internal bleeding afterwards and despite the woman's cries for help, doctors were too busy to attend to her.Her family were at her bedside and repeatedly asked the doctors to help her but they insisted she didn't need a review.

Vital signs were not regularly checked and many of the basic checks that would normally have been carried out, were missed.The woman bled to death in extreme pain.

It seems unbelievable in the modern day, with all our modern equipment and the amount of tax money that we all pay, that this could possibly happen.We are not talking about some third world shack style hospital with the local witch doctor performing rudimentary operations, this is modern day Britain with all its high-tech, well-researched, well tested and proven medical practices.

It seems ironic that we are losing people in these types of surroundings when it just seems so unnecessary.

Because of this, families are often desperate for answers and are just as often met with a wall of silence from hospital staff.This is immensely frustrating for those left behind.Their loved one goes for what should be a routine operation and never comes home due to something as simple as a lack of attention.

When hospital managers are not forthcoming with answers, families will often seek the assistance of a personal injury lawyer.When the hospital finds it has a law suit on its hands, they will then sit up and take notice.Compensation is often paid out in high amounts in these cases, and rightly so.

Yet for the families, it is more about finding out what went wrong and also for someone to be held accountable.Death of a loved one is one of the most difficult things to come to terms with but in this day and age, without explanation, it can be even harder.

About the Author

Shaun Parker is a leading legal expert with many years of experience in the compensation industry.

Find out more about personal injury at http://www.stewartslaw.co.uk

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London Venues Offer Panache With A Dash Of Pizzazz

As the capital of the country, London is home to a glittering nightlife, historical buildings and offers a variety of cultural activities for all ages and interests.The city is also home to many prestigious venues, plenty of which are steeped with the rich history that envelopes London.

Historical buildings are a glamorous backdrop to an event, whether it is a private party, a charity ball or a business conference.Here we take a look at three impressive buildings and their background and find out what they have to offer as an exclusive London venue.

The Ritz
The Ritz is famed for its glamour, and evokes images of London in the 1920s.
Opening in 1906, this venue has become the yardstick by which all Hoteliers measure their success.The neoclassical architecture creates an opulent atmosphere that has impressed guests for over a century and remains one of the most prestigious places to hold an event.

Past guests have included members of the royal family, British gentry and a wealth of discerning guests.As well as providing a sumptuous setting, there are many facilities including casino, health club and sports amenities for guests to use.For use as a conference venue, The Ritz offers all the equipment that could be needed, from projector equipment to secretarial services.

Tower Bridge
It is rumoured that in 1968 there was an attempt to purchase Tower Bridge by an American.
However, as the bridge is often mistakenly referred to as London Bridge, the sale was of the old London Bridge further up river, leaving Tower Bridge safely here in the UK.The Bridge was constructed in the late 1800s and has become one of the most famous landmarks in London.

The iconic and historical architecture give an air of exclusivity to events held here.There are four main areas that are available for hire.The walkways offer an extraordinary view of the river Thames and are often used as exhibition space.The Victorian Engine rooms are used for a spectacular dining or reception area, creating an unusual but opulent atmosphere.The two towers offer ideal facilities for meetings, receptions and dinners with enough room to seat 120 guests.

The Victoria and Albert Museum
Although not the first place one might think of to host an event, the world famous VA is a luxuriant venue and spectacularly suited to banquets, dinner dances and lectures.
The decor is as one would expect from a building associated with royalty and home to over 4 million artefacts from over 5,000 years of art and design history.

Situated in the affluent area of South Kensington the 19th Century building is an architectural feat of excellence which attracts over 2 million visitors a year.Holding an event within these world famous walls will give a soiree a sumptuous and sophisticated feel.The rooms available for hire have a maximum capacity of 300 and facilities that provide conference equipment.

In conclusion, London is an ideal place to host an event as these venues and many more offer a spectacular backdrop to a conference, dinner, wedding or exhibition.As well as providing a wide range of facilities, the infrastructure in place enables easy access to these venues for those that live in the UK and those travelling overseas.All in all, even the most discerning guest cannot fail to be impressed by a top London Venue.

About the Author

Dominic Donaldson is an expert in the entertainment and venue finding industry.

Find out more about London venues and which location suits your needs best at Venue Directory.

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What to Do When Your Assessments Aren't Working

Is your assessment program working?Are you utilizing it in the correct manner?This article will provide you with an assessment program checklist that will help you determine its true effects on your business.Whether you're an executive, a manager or a team leader, the following information will be beneficial to you.

Is your assessment program working?Are you utilizing it in the correct manner?This article will provide you with an assessment program checklist that will help you determine its true effects on your business.Whether you're an executive, a manager or a team leader, the following information will be beneficial to you.

Recent conversations with assessment users and providers have indicated it is probably worthwhile to visit this issue.If your assessment program appears to be having less effect than you anticipated or no effect - or worse, a negative effect, it is time for a thorough checkup!

Here is a list of questions for your assessment program checkup:

Do you actually have a program?

Examine the process your business is using to administer and apply assessments.Are the procedures written, consistent and used as designed?

Are you using the assessment results to affect your decisions?

Too often, close examination of the usage of assessment information exposes a simple fact: Results are simply being ignored, underweighted or "explained away" by the people on the front lines of the decision process.

A simple analysis of a prescreening program, for example, will often reveal there is simply no significant difference in the assessment results of those hired and those not hired after assessment.(It's not being used!) In these cases, the front-line decision makers may well believe they are using the information and will often passionately defend the reasons for not using the assessment information in specific decisions.

Is each assessment being used appropriately?
In the Department of Labor's (DOL) Testing and Assessment: An Employer's Guide To Good Practices, this is a cardinal principle.Use assessments as they were designed to be used and for purposes tested in the validation process.

Are your outcome measures job-related, specific, measurable and repeatable?
The selection of outcome measures is critical to the success of your program.The less subjective your outcome measures, the more likely you will be to properly implement, adjust and maximize your program.

Beware of "fuzzy" measurements such as managers' opinions of effectiveness, self-scoring of variables like happiness and satisfaction and correlations with other variables with low or no established reliability of their own.

Are you using a "whole person" approach?
Referring to the DOL once more, this is a crucial question.Assessment programs are, at the most basic level, simply intended to provide information.Information, from any source, is subject to error.It is important to have information from a variety of reliable sources, and any single assessment's information should be combined with information from other sources to minimize error and increase the probability that a good decision will result.

Complete this checkup now and repeat it at regular intervals.

Designing and implementing an assessment program is a process, not a single action.Constant review, continuing measurement and an open mind are the hallmarks of an assessment program that works!

Assessment programs can be used to match people with the work they do.By measuring the essential factors that mark the difference between success and failure in specific jobs, your organization put the right person into every position, allowing them to utilize their talents without limitations.This leads to greater job satisfaction and improved morale because your organization is staffed with a workforce of people who are highly productive, skilled and committed to doing their very best.

By uncovering clues as to why some employees perform at extraordinary levels and some at only average levels, your business will be able to solve many organizational challenges.Assessment programs give you the power to reduce turnover, effectively promote the best employees, increase productivity, identify essential skill sets, improve communication, eliminate stress, create successful managers and develop new leaders.

About the Author

Jim Sirbasku is co-founder and CEO of Profiles International, a leading provider of human resource management solutions and employment assessments for businesses worldwide.

Learn more about how assessments can help your organization - visit our website.

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