|
|
|
What’s
the payback from this process?
|
As in any relationship, if we pay more attention to
our partner
–
in this case, our customer
–
we can
increase satisfaction and ultimately
“delight”
them.
Over time, your very satisfied customers are most
likely to continue to give you business
–
and
recommend you to others, bringing more
business your way. These links were studied and
published by James Heskett, Leonard Schlesinger
and their colleagues in the Harvard Business
Review* and later, in The Service-Profit
Chain.**
Most business leaders invest based only on their
best judgment without asking what customers
want.
Customer-driven companies enjoy a competitive advantage
by investing using
customer feedback every day. This yields
the highest probability of increased profits from
satisfying customers enough to keep them coming back
–
and telling
others to do even more business with you in the future!
|
|
*Mar-Apr 1994.
**The Free Press, New York, 1997.
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