Archive for 19 August, 2010

Is Loyalty the Opposite of Dissatisfaction?

You can’t create a lot of loyal customers until you consistently eliminate areas of dissatisfaction, so start there. – Bruce Temkin of  Customer Experience Matters.

A Loyalty And Satisfaction Misconception
Many companies struggle to create loyal customers. Even companies with very active customer experience efforts can have a hard time building loyalty. One of the reasons for this difficulty is a fundamental misunderstanding of how loyalty and satisfaction are connected. So I’ve created this graphic to teach an important principle: Loyalty is not the opposite of dissatisfaction. Eliminating dissatisfaction is often a necessary, but not sufficient s … Read More

via Customer Experience Matters

19 August, 2010 at 10:10 am Leave a comment


FULL HOUSES – Turning Data into Audiences

Exploring the CRM and audience development potential of ticketing and the customer database.

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