The Myth of Customer Satisfaction
“Why are customers who say they’re satisfied not necessarily repeat customers? Because satisfaction is a measure of what people say, whereas loyalty is a measure of what they actually do. Many managers still don’t recognize this fundamental difference, so they use customer satisfaction and customer loyalty interchangeably, as though they were synonyms.”
Content: Article | Authors: Arthur Einstein, Mark Klein | Source: strategy+business | Subjects: Customer Related, Management