While this idea contains a profound truth, it also contains a profound error.
Customers will stay loyal to companies that provide value. Customer satisfaction is their assessment of how well that value was delivered — that is, did they get the value that they expected to receive?
Will they rave about you to their Facebook and Twitter followers. If you listen, your customers will tell you themselves. It is often measured using a simple scale from 1 to How many times have you heard that customer satisfaction is the key to a long lasting, successful business?
Your business simply cannot afford to lose customers to your competition. Will they recommend your business to a friend or colleague?
Many companies discovered less-than-pleasing results when they measured customer satisfaction.