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Friday, January 25, 2013

Customer Satisfaction: Assumption vs. Validation

Would you agree that customers matter to your business? Do you know how satisfied they are with what you do? In this article, I explore assumptions vs. validation when it comes to customer satisfaction. 

I'd love to hear your reactions.

What surprises have you encountered when you challenged your assumptions?

Thanks for reading.



1 comment:

Joe McFadden said...

I found that when you ask your customers they alert you to problems you didn't even realize were problems. Sometimes internal policies and changes have a direct impact on our customers but we never saw it coming--it's only after we ask (and listen!) that we can see where things went awry.

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