Got satisfied customers? No, you got “vulnerable” customers
January 28th, 2020
One of the main reasons “customer satisfaction” is a meaningless statistic is that it is not predictable, let alone measurable, as related to business growth. Right about all customer satisfaction people, from marketing to award companies, are saying to me that I am a “know-nothing” human who has no concept of business. “You must have […]Read Article →
If your customers are “satisfied”, why are they leaving?
January 15th, 2020
Customer satisfaction is dead. Oh, there are a bunch of huge companies that haven’t figured it out yet. And there are a bunch of hotels and airlines that haven’t figured it out yet. And some will probably never figure it out. There are even organizations that give out “Customer Satisfaction” awards. JD Power is among […]Read Article →