Happy Customers

• Satisfaction can be hard to measure.
  • It is not a number.
  • It is a feeling.

• One way to measure customer satisfaction is to ask "Would you recommend us to a friend or colleague?"
  • Systematically categorizing customers into:
    • Loyal customers
    • Customers you may lose
    • Adversaries

• Improve customer satisfaction by:
  • Creating a process to investigate the root causes that drive customers into these categories.
    • Turn adversaries into loyal customers.

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© 2008 John Michael Pierobon

Notes