Why Satisfied Customers Defect (HBR OnPoint Enhanced Edition)
Below are the available bulk discount rates for each individual item when you purchase a certain amount
Publication Date:
June 01, 2001
This is an enhanced edition of the HBR article 95606, originally published in November/December 1995. HBR OnPoint articles save you time by enhancing an original Harvard Business Review article with an overview that draws out the main points and an annotated bibliography that points you to related resources. This enables you to scan, absorb, and share the management insights with others.
Most managers rejoice if the majority of customers that respond to customer-satisfaction surveys say they are satisfied. But some of those managers may have a big problem. When most customers are saying they are satisfied but not completely satisfied, they are saying that they are unhappy with some aspect of the product or service. If they have the opportunity, they will defect. Companies that excel in satisfying customers excel both in listening to customers and in interpreting what customers with different levels of satisfaction are telling them.
If you’d like to share this PDF, you can purchase copyright permissions by increasing the quantity.
Copyright © 2021 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.
Why Satisfied Customers Defect (HBR OnPoint Enhanced Edition)
Research & References of Why Satisfied Customers Defect (HBR OnPoint Enhanced Edition)|A&C Accounting And Tax Services
Source