Episode #209: CHASING WHAT CUSTOMERS ARE NOT TELLING US

Learning the mathematical power of customer defection rocked my world in 1988. For 35 years I have been chasing the reasons, and solutions.Season 5 continues our hunt for ways to make customers happy, and to keep them coming back. The headwinds of the Experience Economy beckon the necessity to change our go forward coordinates. If we don’t change, the dreaded Silent Business Killers (SBKs) will overshadow our efforts. The business graveyard is full of companies that refused to, or did not know how to embrace the new metrics of customer satisfaction. We invite you to join us on this weekly chase where we ask important questions, pursue reasons, and look for simple solutionsSupport the show