Capturing information about customer needs and wants -- Part 1

AT&T Universal Card Services (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 Satisfier Surveys to 200 AT&T UCS customers and to 400 competitors customers. They develop information on 100 product and service critical satisfier attributes. This information is integrated into AT&T UCS’s quality objectives and quality plans. If AT&T UCS discovers a customer need that is not being met, that represents an opportunity area that they act upon ...

Industries Profiled:
Telecommunications


Companies Profiled:
AT&T UCS

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