The Dissatisfaction with Satisfaction – The Difference Between Satisfaction...
I want to start a conversation regarding the use of customer satisfaction as the metric of choice in judging the efficacy of organizational efforts and why value is more appropriate. In doing so, I...
View ArticleThe Dissatisfaction with Satisfaction – Show Me the Money!
Traditional marketing, and for that matter, many Six Sigma practitioners, are captive to the “contented customer theory” which postulates that a satisfied customer is a profitable customer. Let’s look...
View ArticleThe Dissatisfaction with Satisfaction: It’s Too Simplistic
In the previous two blogs I have outlined a couple of issues that Six Sigma practitioners should consider when trying to capture buyer input. Let me conclude this focus on customer satisfaction versus...
View ArticleHow Easy Do You Make It For Customers to Resolve Their Problems?
Six Sigma Marketing (SSM) places a high premium on customer loyalty. It seeks to reduce defects, nonvalue adding transactions to 3 per 1,000,000. Not a likely goal to achieve but a statement...
View ArticleI Can’t Get No Satisfaction….
American industry has embraced the conventional wisdom that a “happy customer” is a loyal customer. You see this all over the place. There are business articles urging managers to create satisfied...
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