Want to Improve Customer Satisfaction? Assign Ownership of Each "Choke-Point"

Here is how to win the hearts of your customers. First, identify the choke-points, which refer to the decisive points of customer satisfaction among various touch-points. Second, structure your customer satisfaction survey for each touch-point. Do not ask a vague question such as, "How satisfied are you with our products/services?" Find out their satisfaction levels with each of the major touch-points. Third, assign clear ownership of each choke-point. The responsibility of addressing a choke-point should lie with the department that actually has the ability to do so.

(Full article only available in Korean)