The impact of virtual mirroring on customer satisfaction
This addresses customer satisfaction issues for service companies, but it is incremental as it applies an existing concept of self-reflection with new data analysis.
The study tackled the problem of improving customer satisfaction by introducing virtual mirroring to promote employee self-reflection, finding that team leaders exposed to the method showed an increase in customer satisfaction while the control group decreased.
We investigate the impact of a novel method called "virtual mirroring" to promote employee self-reflection and impact customer satisfaction. The method is based on measuring communication patterns, through social network and semantic analysis, and mirroring them back to the individual. Our goal is to demonstrate that self-reflection can trigger a change in communication behaviors, which lead to increased customer satisfaction. We illustrate and test our approach analyzing e-mails of a large global services company by comparing changes in customer satisfaction associated with team leaders exposed to virtual mirroring (the experimental group). We find an increase in customer satisfaction in the experimental group and a decrease in the control group (team leaders not involved in the virtual mirroring process). With regard to the individual communication indicators, we find that customer satisfaction is higher when employees are more responsive, use a simpler language, are embedded in less centralized communication networks, and show more stable leadership patterns.