Is ” Customer satisfaction ” an approach from the past ?
Friday, October 17th, 2008In the last several years we all worked to meet or exceed ” customer satisfaction” however, in the last few years we changed our approach to what we call ” Customer Loyalty”.
We believe the difference is the fact that a satisfied customer ” may ” never come back.
We need to strive to not only meet their immediate needs but create a system that will allow them to return.
Whats you take on this ?