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New Research Note: How Does Your Culture Impact Customer Satisfaction?
10/21/2009 2:23:12 PM
Read the Research Note: Customer Satisfaction: What Impact Does Your Culture Have?
“When companies come up with simple, low cost ways to trim costs while improving life for customers, they’re likely to win in good times and bad.” writes Jena McGregor, Management Department Editor of BusinessWeek (2009, March). A special issue of BusinessWeek magazine, dedicated to customer service, profiled the top 25 organizations that, even in a tough economy, have managed to still make customers their top priority. With the economy in a downturn, it has rapidly become a consumers market. It is corporate Darwinism at its best. Companies that effectively manage their financial resources, while at the same time providing the best experience for their customers, are the organizations that will be fit for survival in the long-run. But how can organizations accomplish this? What stays and what goes when the economy shrinks and consumers have withdrawn from the market?
When we think about Customer Satisfaction and the Denison model, it’s
logical to think that Customer Focus has a high impact, but what other areas of
the model relate? In this new Research Note from the Denison Research
Department, we review three studies on customer satisfaction in client
organizations: a Fortune 500 home builder, US automotive dealerships and a
large government agency. These studies uncover some interesting discoveries
about what areas of the model correlate most significantly with Customer
Satisfaction. While the Denison model index of Customer Focus does play a key role, so do Denison model traits, particularly Consistency. Learn more by reading the full Research Note: Customer Satisfaction: What Impact Does Your Culture Have?
Denison Consulting
