Think about the news these days. Often, when you hear about a company, if it’s not about a merger or earnings results, it’s about customer service issues. And especially in… Continue reading How Are You Measuring Satisfaction?
Think about the news these days. Often, when you hear about a company, if it’s not about a merger or earnings results, it’s about customer service issues. And especially in… Continue reading How Are You Measuring Satisfaction?
Highly satisfied customers = revenue dollars. Or do they? Some data has shown that the relationship between customer satisfaction and customer spending behavior is surprisingly weak. In this article, the authors share their analysis of the relationship between satisfaction and business outcomes, gathering data from more than 100,000 consumers covering more than 300 brands. This data came from two sources, the American Satisfaction…
