the payback from this process?
As in any relationship, if we pay more attention to
in this case, our customer
increase satisfaction and ultimately
Over time, your very satisfied customers are most
likely to continue to give you business
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
Most business leaders invest based only on their
best judgment without asking what customers
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
others to do even more business with you in the future!
**The Free Press, New York, 1997.