Why customer happiness is not enough
Last month, Louise Druce the editor of MyCustomer.com wrote that customer satisfaction doesn't necessarily drive revenue. After I commented on that post, Louise invited me to share my thoughts on why customer happiness is not enough.
From my article at MyCustomer.com:
Delighting customers. Exceeding their expectations. Creating happiness. Is it possible these objectives can work against you?
Can your company get great reports on customer satisfaction but still leak both top and bottom line performance from your organisation?
I'd like to invite you to read the rest of the post. From your perspective, how strong - or weak - is the link between customer satisfaction and financial performance?
A blissfully twisted career path and a passion for the link between customer experience and financial performance. Gets excited when actions align to a target experience "front domino." More about Linda.
Customer experience can drive better financial returns. Leaders tell me that they know this intuitively, but need proof of the payoff, as well as a map showing how to translate a target experience into the actions across their organizations that generate those returns. So Domino is the first how-to book on customer experience. Read and find evidence that customer experience can be a path to better profits. See the gaps and opportunities between the customer experience you have and the one you want. Provoke conversations in your team, area or whole organization about the actions that link customer experience to the financial reward you deserve. Learn more.