Written by Andrea Belk Olson, MSC and CEO of Pragmadik
https://www.linkedin.com/in/olsonandrea1/

As successful business leaders, we feel we have a handle on what our customers want. Leveraging anecdotal feedback from the sales force, formal studies by the marketing team, data capture from customer service, and overall competitive research, there's a strong level of confidence of what customers are needing and how we can serve them.

Or are we secretly in the dark?

Written by Steve Schiera, IMEC Regional Manager

Net Promoter Score (NPS) can be a valuable tool for measuring customer satisfaction, increasing customer lifetime value and reducing customer turnover. The happier your customers are the more referrals you will get and the more successful and profitable your business will be.

Because loyalty is so important to profitable growth, measuring and managing it makes good sense.  The saying “What gets measured gets done” is extremely relevant with customer satisfaction.  Many organizations have no method to obtain this critical information and many existing customer survey approaches have not proven to be very effective. Their complexity makes it difficult to get responses from your customers and they often generate flawed results.

By substituting a single question for the complex black box of the typical customer satisfaction survey, companies can actually put results to use and focus on the task of stimulating growth.

Written by Jim Dunbar, IMEC Marketing Coordinator

IMEC is very pleased to announce that Doran Scales, Inc. of Batavia, IL has completed the ISO 9001:2015 registration, demonstrating their on-going commitment to total customer satisfaction and quality improvement. The single most instrumental factor which has established Doran’s strong position in the market is a straight forward desire to “Provide the best customer service in the industry."