Beyond Satisfied... Customer Experience

Beyond Satisfied… Customer Experience

The old concept of customer satisfaction is too narrow. Satisfaction is the difference between what a customer expects and what a customer gets. It is still an important ingredient, but customer commitment is a much more effective measure of experience. Says Tucker, “The outcome is customer commitment, not satisfaction.” Measuring a customers’ level of commitment is to gauge what J.D. Power calls “stickiness,” or the “propensity to buy a product or service again.”

The Customer Experience Revolution Customer_Experience_The-Challenge

8:55 pm , November 8, 2013 Comments Off on Beyond Satisfied… Customer Experience