Of Course Your Customers Are Satisfied. But Are They Loyal?

摘要

In research conducted by HR Chally, 80 percent of customers who defected from their current supplier described themselves as satisfied or very satisfied! How could that be? So much for measuring customer satisfaction...No customer/supplier relationship is static. Things change. People change on their side. People change on your side. Economic conditions change. Technology changes. Customer priorities change. Your firm's priorities change. It is your ability as a company to step up to the challenge of change that differentiates you as a company. The ability to change requires an ability to learn. First and foremost, it is important that you learn how value is perceived through the customer's operating reality. Let me explain the graphic below and how this customer will soon become a lost customer.