整合顾客员工及顾客数据.pdfVIP

Welcome to . . . Welcome to . . . Employee Satisfaction and Loyalty Research: Linking Customer, Market, Employee and Process Data to Drive Profitability Sponsored By Presented by Dr. Ron Tatham • Burke Inc. Dr. Ron Tatham • Burke Inc. Linkage: the Future of Employee, Customer, Process Management Our Goal: To simplify, to clarify, and do it efficiently: The quote comes from the sixteenth letter in the collection entitled Lettres Provinciales. The letter was written December 4, 1656 by Blaise Pascal. My Reverend Fathers, my letters have not usually followed so closely, nor been so long. The small amount of time that I have is the cause of both. I would not have made this so long except that I do not have the leisure to make it shorter. BURKE INSTITUTE Page 2 Copyright 2007 Example of Customer Problem Experiences • Assume that a medical malpractice insurer currently has 6,000 policy holders • Assume each policy is worth an average of $15,000 annually • Consider the implications of the following survey data gathered from a sample of these policy holders BURKE INSTITUTE Page 3 Copyright 2007 Projecting the Financial Impact of Customer Problem Experiences Projecting the Cost of Customer Problems 40% 0% Will Not Satisfied Repurchase 80% % Customers 35%