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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.

Best,

C.B.

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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Reminder: Please, no self-promotional or SPAM comments. Don't bother if you're simply trying to build inauthentic link juice. Finally, don't be anonymous: it's too hard to have a conversation. Thanks, CB

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