A Sure Way To Know Customers Were Satisfied [Archive.org URL]

There is a better way to determine how many—what portion—of your customers were satisfied. Time and again studies have shown that customer loyalty is fleeting for all but the most satisfied of customers, because any customer who is not “completely satisfied,” is dissatisfied to some degree, and/or with “something.” That “something” is the “crack in the door” through which competitors can sneak and steal your business.

I propose one fundamental question to ask; with just two multiple-choice follow-up questions. The first question will tell you how many of your customers are really satisfied—and thus likely to be loyal.

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