Why Satisfaction Surveys Aren't Customer Centric
from Improving Customer Experience Hosted by Lynn Hunsaker
Customer Centricity by Discerning Satisfaction Outcomes vs Enablers. What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus and decision motivations be centered on the customer’s world, rather than the company’s. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (7:06).
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