Author: Jack Mackey

Sign #2:  Measurement targets are expressed as a percentage of highly satisfied customers. Remember that the target is not satisfaction.  The target is loyalty.  And satisfied customers aren’t loyal.  There is no competitive advantage in creating merely “satisfied” customers. There is no significant gain in loyalty.  Highly satisfied customers are twice as likely to return as lukewarm satisfied customers. Highly…
Read more

Sign #1:  Senior management is committed to measuring — and improving — the customer experience. Successful businesses are built of the shoulders of loyal customers.  But it’s not quick or easy to win customer loyalty by consistently delivering a better experience than the competition. If senior management is not absolutely certain that the future of the company depends on…
Read more