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EPISODE · May 20, 2010 · 7 MIN

Why Satisfaction Surveys Aren't Customer Centric

from Improving Customer Experience · host 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).

Episode metadata supplied by the publisher feed · Published May 20, 2010

What this episode covers

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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Frequently Asked Questions

How long is this episode of Improving Customer Experience?

This episode is 7 minutes long.

When was this Improving Customer Experience episode published?

This episode was published on May 20, 2010.

What is this episode about?

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...

Can I download this Improving Customer Experience episode?

Yes, you can download this episode by clicking the download button on the episode player, or subscribe to the podcast in your preferred podcast app for automatic downloads.
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