Customer happiness is not enough

Posted by Linda Ireland in Customer experience on Mon, 12/10/2009 - 07:00
  • Every customer experience begins with a person who has a need, problem, or desire
  • Satisfaction is only part of what it takes to solve your customer’s need
  • The link between customer satisfaction and financial performance
  • Matching your investment in customer satisfaction to what best solves a need

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.

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