Trendy Bin: Archive

Jan 5th

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Why Customer Satisfaction is Not Enough It is a mistake to confuse satisfied customers with engaged customers. Study after study show that there is no correlation between customer satisfaction and customer loyalty or engagement. Customer satisfaction is nice to have, but simply it is not enough if the goal is to have customers who return, say great things about you and even go out of their way to...

Jan 5th

1 tag

Measure Customer Engagement, Not Customer...

Measure Customer Engagement, Not Customer Satisfaction Customer satisfaction is a nice to have, but does not result in a secure customer. Satisfied customers may be pleased with a recent experience, but often do not have an emotional connection with the company. This lack of an emotional connection often results in customers with high levels of customer satisfaction switching to competitors for...

Jan 5th

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