Your status: not signed in. [ The Role of Customer Delight in Achieving Loyalty
Surveying the landscape of customer satisfaction, one would have to conclude that far too few satisfaction programs have actually improved customers' satisfaction with the sponsoring business! In this respect, CSM (customer satisfaction measurement) has generally failed its promise. This failure is especially evident, on a macro perspective, when examining national satisfaction 'barometers' like the American Customer Satisfaction Index. Over a six-year period of intense customer satisfaction activity (over $800,000,000 spent annually on customer satisfaction in the United States), the satisfaction of American consumers has nevertheless failed to increase!
GOOD RESEARCH LEADS TO GOOD IDEAS - GOOD IDEAS LEAD TO SMART STRATEGIES
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