Interactive
Analyzing Your Customer Service: Customer Grid Analysis
Biz Library
Updated Feb 12, 2019Welcome to the "Performance Excellence: Analyzing Your Customer Service" series of video lessons meant to teach you how to make every contact with a customer a positive one. This video lesson, "Customer Grid Analysis," is the seventh of nine. This lesson teaches learners how to analyze the moments of truth listed in their customer contact maps with a customer grid analysis. This looks at the importance to the customer and satisfaction to the customer to determine whether practices should be discontinued, reevaluated, monitored, remedied, or maintained. Learners will also be warned that customer satisfaction is a moving target and what’s important to customers changes too.
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