Customer Satisfaction as a business metric….
Use customer satisfaction as the single most important metric to measure your performance….
The one question that the leadership of any company needs to ask itself is “Will I hire my company to do the job for me?”.
Interestingly, the answer to your question may be found in a similar question that you can ask your client… “Will you recommend my company to your contacts?”….
Ask him why or why not as the case may apply.
Make customer satisfaction your mission critical priority….
Hardwire customer feedback into key decision processes through and through in your organization….
Remember that customer relationship building is a journey that involves driving this psyche as your organizational culture….
It is not just a yearly customer survey, a short term initiative or an instant gratification program as much as a commitment to create a closed learning and improvement loop that is customer centric based on the feedback that you receive….
Your business then is not about profitability from that one customer in a small unit of time or from a few transactions as much as driving profitability through sustainable growth over the long haul!
The only consideration in so doing is to be careful so as not to run yourself out of business in your zeal to keep your customers happy….
