Capture Customer Needs -- Part 1

Employ multiple “listening posts” to capture customer needs. AT&T UCS (now a part of Citigroup) has formalized a Customer “Listening Post” team to manage and integrate customer information into its business processes. It employs several methods to capture a full-range of customer needs and requirements. Some of these “listening posts” include: Customer Satisfaction Surveys Every month, AT&T Universal Card Services issues Customer Satisfaction Surveys to 200 AT&T UCS customers and to 400 competitors’ customers. They develop information on 100 product and service-critical satisfaction attributes. This information is integrated into AT&T UCS’s quality objectives and quality plans ...

Industries Profiled:
Financial Services; Telecommunications


Companies Profiled:
AT&T; Citigroup; Fidelity Investments

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