Momentum ITSMA Staff
January 10, 2024
In an environment where over 65% of business comes from existing customers, if you neglect customer satisfaction you are missing out.
This article was shared before we integrated Momentum ITSMA into one single company, bringing all of our capabilities together. Learn more.
In an environment where over 65% of business comes from existing customers, if you neglect customer satisfaction you are missing out.
What sets Momentum ITSMA’s approach to helping our clients address customer satisfaction and loyalty apart is that we understand that each interaction with these important customers influences their view of your organization. That’s why we go to such great lengths to ensure that when we help you measure customer satisfaction, we’re contributing to it as well.
These projects are led by Lori Weiner, Principal, Marketing Research. He has an intimate understanding of what drives customer loyalty.
Momentum ITSMA works with you to develop a customized program of customer satisfaction and loyalty measurement. Projects may include well-established customer satisfaction methods such as Net Promoter Score, but are always focused on your unique objectives. We’re not just a factory that runs every customer through the same standard questionnaire. Our flexible methodology leaves room to adapt the approach to meet your key requirements.
In our experience, a wide variety of factors influence the ‘right’ approach to measuring customer satisfaction and loyalty:
The approach you take to measuring customer satisfaction and loyalty should also be made in the context of the broader plan to build stronger customer relationships and, ultimately, to promote customer advocacy.
For more information on how Momentum ITSMA can help, please contact Lori Weiner, Principal, Marketing Research.
