R. L. Polk & Co.: Making Every Issue the Only Issue (PDF, 191 KB) Annual customer surveys for R. L. Polk & Co. identified opportunities for improvement in customer contact and issue resolution. By following the same steps for every issue and performing full root cause analysis for 100 percent of issues, Polk increased operational excellence and improved customer satisfaction.
Move from Product to Customer Centric “Customer centricity” is about listening to your customers, with a focus on collecting, understanding and acting on customer feedback and providing tools for easy access to this information.
Don’t Measure Customer Satisfaction (PDF, 91 KB) Customer perceived value is a better alternative to traditional customer satisfaction measurements.
Linking Customer Satisfaction to Product Design: A Key to Success for Volvo (PDF, 88 KB) A framework for bridging the quality–satisfaction gap at Volvo integrates quality–function deployment and customer–satisfaction modeling.