The Perfect Customer Experience

Turning Satisfied Customers into Customer Advocates – Dale Wolf, Editor

The Perfect Customer Experience - Turning Satisfied Customers into Customer Advocates – Dale Wolf, Editor

The People Factor in Customer Experience

By Shaun Smith

Traditional measures of customer satisfaction have little to do with financial performance. According to research 80% of customers who switch suppliers express satisfaction with their previous supplier. Revenue growth has everything to do with advocacy, the extent to which customers prefer a supplier and then refer others to it.

The principles of customer advocacy hold true whatever the nature of your industry and ... Read More