About Us
The Customer Satisfaction Institute is a unique resource in customer communication
research and practice with internationally sought after expertise in sales,
service, and negotiation training.
Our position is that much customer service knowledge is
flawed because it is based on anecdotal observations and survey data rigged to tout
false positives. Results are predetermined in ways that will sustain instead of
improve upon current service and sales practices.
The Institute focuses instead on the actual territory and not the map,
on the concrete reality of customer transactions, themselves.
Monitoring isn’t performed only offline, as occurs through surveys, but dynamically,
as engagements unfold. You can actually hear and see and evaluate results as they
are coming in.
The Three T’s™ as we call them, Text, Tone, and Timing™, are conceptual shorthand
for a complete inventory of 25 variables that account for customer service success
or failure.
What are customers and company reps actually saying? (Text) How are they
saying it? (Tone) When are they saying it? (Timing)
On a 100-point scale, are reps earning an A, B, C, or less? How do reps compare
to their peers at other firms?
In addition to management scoring, are reps self-scoring also? By doing so, are
they seeing and internalizing and then externalizing the best practices known to
produce the best results? How can the best get better? And how can the worst
rise to first?
TEAMEASURES™ are Customersatisfaction.com’s original communication
metrics that have been validated over time and across organizations with the
highest inter-judge reliability.
At The Institute, the “voice of the customer” isn’t a mere metaphor.
Actual customer voices, occurring in real time, replace stale and sterile surveys that
study the wrong variables, offering too few actionable insights, and far too late, to
deliver immediate value to real world customers.
research and practice with internationally sought after expertise in sales,
service, and negotiation training.
Our position is that much customer service knowledge is
flawed because it is based on anecdotal observations and survey data rigged to tout
false positives. Results are predetermined in ways that will sustain instead of
improve upon current service and sales practices.
The Institute focuses instead on the actual territory and not the map,
on the concrete reality of customer transactions, themselves.
Monitoring isn’t performed only offline, as occurs through surveys, but dynamically,
as engagements unfold. You can actually hear and see and evaluate results as they
are coming in.
The Three T’s™ as we call them, Text, Tone, and Timing™, are conceptual shorthand
for a complete inventory of 25 variables that account for customer service success
or failure.
What are customers and company reps actually saying? (Text) How are they
saying it? (Tone) When are they saying it? (Timing)
On a 100-point scale, are reps earning an A, B, C, or less? How do reps compare
to their peers at other firms?
In addition to management scoring, are reps self-scoring also? By doing so, are
they seeing and internalizing and then externalizing the best practices known to
produce the best results? How can the best get better? And how can the worst
rise to first?
TEAMEASURES™ are Customersatisfaction.com’s original communication
metrics that have been validated over time and across organizations with the
highest inter-judge reliability.
At The Institute, the “voice of the customer” isn’t a mere metaphor.
Actual customer voices, occurring in real time, replace stale and sterile surveys that
study the wrong variables, offering too few actionable insights, and far too late, to
deliver immediate value to real world customers.
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Founder of The Customer Satisfaction Institute, Dr. Gary S. Goodman, is the best-selling
author of more than 30 books and thousands of articles, including Crystal
Clear Communication and the benchmark achievement, Monitoring, Measuring
& Managing Customer Service. His clients include many of the world’s best
organizations. He has served as a tenure-track faculty member at DePauw
University and lectured at 35 top universities, including USC, UCLA, and U.C.
Berkeley. Gary holds five earned degrees, including a Ph.D., JD, and MBA with special
expertise in persuasive communications, contract law, dispute resolution, and
customer mediation and retention. Gary is a protégé of management sage Peter F.
Drucker, with whom he earned his MBA, a student of Dr. Albert Ellis,
acknowledged by the American Psychological Association as one of the top three
psychologists in history, and “two degrees removed” from Dale Carnegie, having
studied communication with one of that guru’s long-lived, handpicked instructors,
Professor Sheldon Hayden.
author of more than 30 books and thousands of articles, including Crystal
Clear Communication and the benchmark achievement, Monitoring, Measuring
& Managing Customer Service. His clients include many of the world’s best
organizations. He has served as a tenure-track faculty member at DePauw
University and lectured at 35 top universities, including USC, UCLA, and U.C.
Berkeley. Gary holds five earned degrees, including a Ph.D., JD, and MBA with special
expertise in persuasive communications, contract law, dispute resolution, and
customer mediation and retention. Gary is a protégé of management sage Peter F.
Drucker, with whom he earned his MBA, a student of Dr. Albert Ellis,
acknowledged by the American Psychological Association as one of the top three
psychologists in history, and “two degrees removed” from Dale Carnegie, having
studied communication with one of that guru’s long-lived, handpicked instructors,
Professor Sheldon Hayden.
