Keeping Customers happy
how to help desk and call center managers measure customer satisfaction and more to the point, how to date improve it?   By Steve Withers

One of the... Keynote speakers at this year’s Australian Direct Marketing Association Pan-Pacific Marketing Conference will be John McKean of the Centre for Information Based Competition. McKean will present results from a three-year any showing 70% of customer decision-making is based on how we are treated, and only 30 percent is to do with the product itself. He will also explore the fallacy of CRM: customers don’t want a “relationship”, they just want to buy the product and be treated as a human being in the process.