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> A Novel Way to Boost Client Satisfaction

商品編號: F1902A
出版日期: 2019/03/01
作者姓名:
Harvard Business Review
商品類別: Service management
商品規格: 5p

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個案年度: -  

 


商品敘述:

Researchers have learned to mine a unique set of data that serves as a slow-motion replay of how an organization and its people function: the company''s e-mail. Although e-mail analysis has largely focused on internal communications, a new study uses it to examine how employees interact with clients. Researchers studied the e-mail behaviors of teams working with key client accounts at a global professional services firm. Each month during the study, team leaders attended a "virtual mirroring" session in which they were shown key metrics from their team''s e-mails--measures of such things as the simplicity of language in the subject line and the speed of responses to client messages. The feedback from these sessions led to positive changes in team members'' e-mail behavior and boosted client satisfaction. In an accompanying Q&A, the firm''s head of innovation discusses the research and the company''s response.


涵蓋領域:

Business communication;Career coaching;Corporate communications;Customer satisfaction;Data mining;Organizational behavior


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