Is Loyalty the Opposite of Dissatisfaction?
19 August, 2010 at 10:10 am Tim Roberts ARTS Australia
“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.
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
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Entry filed under: CRM, News. Tags: CRM.
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