The American Customer Satisfaction Index defines customer satisfaction as a ‘strategic asset’ that should be optimized—not necessarily maximized. For instance, as a company becomes larger, it naturally gains a more diverse customer base which, in turn, makes consistently delivering high satisfaction more difficult. Some of the top 10 suggestions include: Understand What Customers Expect—companies should focus on satisfying customers while also creating greater profit at lower risk. In other words, delight the customer with an amazing experience but with realistic aims. Quality Performance Matters: Quality trumps price, and more broadly, quality also trumps value as a driver of customer satisfaction. One of my favorites is ‘Stick Around and Be Loyal’. Since P&C works with so many iconic brands and multi-generational businesses, we see firsthand the powerful benefits of longevity. Not surprising to us, customer loyalty has actually increased in the past 12 years. Reach out to us to learn how we work with our clients to bolster this strategic asset.

Further Reading

Research & Insights

Moving Beyond Trust: Making Customers Trust, Love, and Respect a Brand

Research & Insights

Before Expanding Their Operations Outdoors, Retailers Should Explore a Few Key Factors

Research & Insights

The Impact of COVID-19 on Advertising

Let's Get to Work

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
By using this website, you agree to the use of cookies as described in our Privacy Policy