Delivering Customer Satisfaction: Our Experiences with Responding to Customer Feedback
http://www.stc.org/confproceed/1996/PDFs/PG81.PDF

Howell Betz, Margaret
STC Proceedings
1996

Abstract:

The success of an organization that publishes product information depends on customer satisfaction. IBM Product Announcement Support representatives share their experiences in achieving very high levels of customer satisfaction. * How we conducted our surveys and feedback sessions: – Actual approaches – Sample surveys and feedback * How we used this feedback to: – Change the content and format of our deliverable dramatically – Offer our customers additional ways to access product information As writers in IBM Product Announcement Support, our mission is to produce high-quality, effective offering information worldwide. Simply put, we publish IBM product announcements on the full range of IBM hardware, software, and services.