How Do You Make an Impact on Customer Satisfaction?

These days, we know that customer service is no longer consigned to the call center staff. Sometimes the people who have the strongest impact on customer satisfaction never make contact with even a single customer.

Consider our cover story on Northern Tool. Since implementing a marketing automation solution, the retailer is now able to contact each of its customers with offers designed specifically to meet his or her needs. Everyone at Northern Tool who contributes to the information management, model development and other aspects of the project is influencing customer satisfaction.

Other areas that can affect customer satisfaction include finance and the supply chain. Billing errors can upset an otherwise happy customer, and supply chain risks can disrupt the flow of goods and services to customers. Learn about these challenges – and how to solve them – in the Industry Outlook and Rob Handfield’s article, “Avoid Supply Chain Risk.”

Now imagine the power of a customer intelligence solution that also contains elements of risk intelligence and financial intelligence. In the Insider’s View, Mikael Hagström explains why SAS is in a unique position to offer just that. As Executive Vice President of SAS Europe, Middle East, Africa and Asia Pacific Operations, Hagström is overseeing global teams of experts who can cross geographical and functional boundaries to provide truly global solutions with customized consulting expertise.

When it comes to customer service, you can’t get any better than that.

Alison Bolen
Editor-in-Chief

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