The Service Recovery Paradox

There is an unusual phenomenon that is well-known in customer service whereby customer satisfaction and loyalty increases after the customer has a problem. Per Wikipedia, “the service recovery paradox is … Read More

Why is Customer Loyalty the Gold Standard?

When companies think about measuring customer satisfaction, there are many different metrics that come into play. Some companies rely on “plain old” customer satisfaction; others look to Net Promoter Score, … Read More

Why You Must Measure Customer Satisfaction

The last phase of the service profit chain focuses on the linkage between customer satisfaction and loyalty and organizational growth and profit. Many executives (especially those in Finance) dismiss customer satisfaction … Read More