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AS&K assists organizations improve customer satisfaction measures by integrating buseinss process management, technical requirements and statistical analysis. AS&K believes improved survey technology allows organizations to become more sophisticated in how they capture and analyze customer feedback. The 'on-demand' business environment anticipates a high level of agility from suppliers. Organizations must accurately understand customer requirements and effectively analyze the customer experience to thrive in the global economy of the 21st century.
The Service Profit Chain model (Heskett, Sasser, and Schlesinger) provides applied research for improving customer service. The model has been updated and is referred to as the Value Profit Chain. This research does not offer clear guidance about what actions to take to achieve customer loyalty. AS&K works with clients to implement the methods and procedures to improve customer satisfaction and to better understand the drivers of customer loyalty. The model described the relationship between hiring, training, employee satisfaction measures, and customer satisfaction measures. Improving these elements achieves the implementation of the integrated approach for improving customer service.
What we do
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