Comments on: Customer Satisfaction gets you NOTHING ! http://rudyvidal.net/2008/01/customer-satisfaction-gets-you-nothing/ Growing business through systematic focus on customer values. Sat, 25 Jun 2011 06:04:07 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Solution - improve your mindset ! « Extreme Customer Satisfaction http://rudyvidal.net/2008/01/customer-satisfaction-gets-you-nothing/comment-page-1/#comment-23 Solution - improve your mindset ! « Extreme Customer Satisfaction Wed, 25 Jun 2008 18:33:45 +0000 http://willtheybuyagain.wordpress.com/2008/01/09/customer-satisfaction-gets-you-nothing/#comment-23 [...] Extreme Customer Satisfaction happens when Management gets a new mindset ! (Some related posting to doing it) 1 2 [...] [...] Extreme Customer Satisfaction happens when Management gets a new mindset ! (Some related posting to doing it) 1 2 [...]

]]> By: RudyV. http://rudyvidal.net/2008/01/customer-satisfaction-gets-you-nothing/comment-page-1/#comment-22 RudyV. Fri, 01 Feb 2008 07:27:19 +0000 http://willtheybuyagain.wordpress.com/2008/01/09/customer-satisfaction-gets-you-nothing/#comment-22 Chris, thank you for your comment. Please see my next post as a response. Thanks for your post. Rudy V Chris, thank you for your comment.
Please see my next post as a response.
Thanks for your post.
Rudy V

]]> By: Chris Brown http://rudyvidal.net/2008/01/customer-satisfaction-gets-you-nothing/comment-page-1/#comment-21 Chris Brown Fri, 01 Feb 2008 00:19:29 +0000 http://willtheybuyagain.wordpress.com/2008/01/09/customer-satisfaction-gets-you-nothing/#comment-21 Interesting numbers, clearly extreme satisfaction needs to be the goal... the biggest opportunity here is in the extremely dissatisfied group as with the right intervention they can move into the extreme opposite group. We advise many of the companies we work with to place their efforts on extremely unsatisfied group as there is often a strong ROI here as long as the reasons can be effectively and sometimes creatively addressed....... It would be good to try and now measure behavior against this as well, ie they would recommend and SAY they would buy again.... but what happens when it actualy comes time to buy again..... we know from research that customer say and do very different things..... Interesting numbers, clearly extreme satisfaction needs to be the goal… the biggest opportunity here is in the extremely dissatisfied group as with the right intervention they can move into the extreme opposite group. We advise many of the companies we work with to place their efforts on extremely unsatisfied group as there is often a strong ROI here as long as the reasons can be effectively and sometimes creatively addressed…….

It would be good to try and now measure behavior against this as well, ie they would recommend and SAY they would buy again…. but what happens when it actualy comes time to buy again….. we know from research that customer say and do very different things…..

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