Not paying attention to customer satisfaction has been bad for business and America. Customer satisfaction creation is a major creator of capital. The proof is in the numbers. According to Heskett, Sasser abd Schlesinger, between 1986 and 1995, the common stock price of the companies they studied increased by 147%. On the other hand, General Motors (GM - particularly its Pontiac Division) did not respond to the voice of the customer and by 1989 its market share had slipped to under 33%!Tuesday, October 5, 2010
Customer satisfaction creation is a major creator of capital. The proof is in the numbers!
Not paying attention to customer satisfaction has been bad for business and America. Customer satisfaction creation is a major creator of capital. The proof is in the numbers. According to Heskett, Sasser abd Schlesinger, between 1986 and 1995, the common stock price of the companies they studied increased by 147%. On the other hand, General Motors (GM - particularly its Pontiac Division) did not respond to the voice of the customer and by 1989 its market share had slipped to under 33%!
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