Customer Satisfaction is a slippery and potentially dangerously misleading concept! I was reminded of this when reading an article entitled “Satisfaction vs. Loyalty” by William J. Cusick in the excellent publication, The Conference Board Review. Cusick argues that customers who complete satisfaction surveys typically respond “satisfied” or “mostly satisfied” regardless of how they really feel. [...]
Filed under: Customer experience | Tagged: Add new tag, Business, Customer experience, Customer Management, customerservice, Get Satisfaction | 7 Comments »
