The Problem with Customer Satisfaction
The problem with satisfaction is just this simple: It sets the bar too low–so low, in fact, that it doesn’t actually impact a company’s sales results.
Every interaction between staff and customers has the possibility of transcending satisfaction in powerful (but subtle) ways. Nevertheless, whether the customer interaction involves a receptionist, a broker or a customer service associate, we rarely find that companies plan, manage or measure anything beyond basic satisfaction. This is a clear mistake.
2 Responses to “The Problem with Customer Satisfaction”
Wow - I couldn’t have said it better myself. I totally 100% agree. I think companies could spend a lot less money trying to improve their tactics - if they would just hire competent people in the first place - people that DO look around, and can think for themselves off of a script. I recently watched an interview that makes a similar argument. I found it interesting -it’s worth a look.
By Shell Smith on Jun 10, 2008
This is a common problem. Businesses find it tough to satisfy their customers nowadays. I think they just need to hire people dedicated enough in meeting the client’s needs and doesn’t just rely on the script alone.
By http://www.hitratesolutions.com on May 27, 2009