Wednesday, October 20, 2004

Lipservice to customer satisfaction

We keep on hearing about how important customer satisfaction is to many companies, yet their actions suggest that it really is not very important. Business often acts as though it believes that customer satisfaction and shareholder return are mutually exclusive.
Objective evidence shows that companies which believe in product quality and customer satisfaction perform better than companies which do not. However, many people do not believe it as it seems to be counter-intuitve. Sometimes things are counter-intuitive. If they were not we would not need data and analysis.

No comments: