Oct 26, 2009
Why customer happiness is not enough
Last month, Louise Druce the editor of MyCustomer.com wrote that customer satisfaction doesn’t necessarily drive revenue. After I commenting on that post, Louise invited me to share my thoughts on why customer happiness is not enough.
From my article at MyCustomer.com:
Delighting customers. Exceeding their expectations. Creating happiness. Is it possible these objectives can work against you?
Can your company get great reports on customer satisfaction but still leak both top and bottom line performance from your organisation?
It’s true.
I’d like to invite you to read the rest of the post. From your perspective, how strong – or weak – is the link between customer satisfaction and financial performance?
