Customer Satisfaction: How Big Are You Thinking?
- Topics:
- Customer Surveys,
- Marketing Strategy
- Source:
- Sequent Learning Networks
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Overview: When it comes to customer satisfaction, the bottom line question is simple: how big are you thinking? The important point is to start viewing customer satisfaction differently. Customer satisfaction is critical, yes - but it is simply one part of a much larger organizational environment. One should move away from the isolated component view and start thinking big - about systems and interconnected integrated wholes. Systems-level thinking in ecology considers individual species not in isolation, but in the context of interdependent ecosystems. Organizationally, customer satisfaction is similar in that it too should not be viewed or managed in isolation. It is an essential element of organizational health, but it exists in a much broader system of measurement and management factors that lead to organizational success.
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Format: PDF | Size: 22KB | Date: May 2005 | Pages: 2
