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  • Add You - Customer Satisfaction is a Rearview Mirror

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    customer rating (happy, neutral or upset).

    While these indic

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    “We need to communicate better!” This is the most evident catch-all solution people offer to fix all kinds of problems in the workplace – from poor safety to a failing merger; from poo
    What is the difference between customer satisfaction and customer loyalty?

    One package delivery company uses a regular survey to measure customer satisfaction: shipping volume (increasing, decreasing or stable), error rate (packages lost, damaged or delayed), and customer rating (happy, neutral or upset).

    While these indica

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    oyalty?

    One package delivery company uses a regular survey to measure customer satisfaction: shipping volume (increasing, decreasing or stable), error rate (packages lost, damaged or delayed), and customer rating (happy, neutral or upset).

    While these indic

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    measure customer satisfaction: shipping volume (increasing, decreasing or stable), error rate (packages lost, damaged or delayed), and customer rating (happy, neutral or upset).

    While these indic

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    ing or stable), error rate (packages lost, damaged or delayed), and customer rating (happy, neutral or upset).

    While these indic

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    customer rating (happy, neutral or upset).

    While these indicators provide a valid snapshot of performance and customer opinion, they are lagging rather than leading, like looking in the rearview mirror.

    The difference between customer satisfaction and customer loyalty is illustrated by these future-facing indicators now be

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