Strategy+Business: The Myth of Customer Satisfaction
Strategy+Business: The Myth of Customer Satisfaction"Why are customers who say they’re satisfied not necessarily repeat customers? Because satisfaction is a measure of what people say, whereas loyalty is a measure of what they actually do. Many managers still don’t recognize this fundamental difference, so they use customer satisfaction and customer loyalty interchangeably, as though they were synonyms."
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Permalink | Tuesday, February 25, 2003
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