Measure and Manage for Results:
if you don’t measure it you can’t manage it

What you measure is what you manage. But how can you measure happiness? Customer satisfaction surveys are not good enough. Customers may be perfectly satisfied, but still switch vendors for a variety of reasons.

This situation changes when customers are delighted. When they are so happy they just have to tell their friends and colleagues about you. At this point their behaviour changes. They buy more, and they buy more often. They negotiate less. They stay customers for longer.

That is why you need to:

Establish a feedback system at every step of the buying & service experience.
Analyse this feedback and use it for continuous improvement in every aspect of your business.
Connect the scores you generate to financial business metrics. This will make everyone see that “happy customers make more money for us”.

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Measure and Manage for Results: if you don’t measure it you can’t manage it

Measure and Manage for Results:
if you don’t measure it you can’t manage it