Improving the odds: Combining Six Sigma and online market research for better customer service
The conventional methods of gauging customer satisfaction aren't good enough any more. By the time a paper survey alerts a company of customer satisfaction problems, that customer is probably history. Technology, especially online market research tailored to each customer, should be harnessed to provide customer feedback to the front-line employees fast and accurately. Better yet, melding online technology with the principles of Six Sigma - a customer-focused, quality-improvement initiative should enable organizations to make rapid decisions based on accurate information. Two case studies show how this process can work.
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