A really key factor in retaining customers and preventing problems is to pay attention to what expectations you, as a business owner, are setting with customers. What promises are you making? Promises can be verbal, they can be in writing in a contract or terms and conditions, but they can also be implied in your marketing materials and packaging, or by what someone in your organization says or does. Anyone that touches a customer is either setting or meeting a customer’s expectation.
Customer satisfaction is really how well you deliver against what you promise.
Dissatisfied Customers drop retailers after negative experiences.
June 23rd, 2009 at 7:30 pm
Pretty nice post. I just came by your site and wanted to say
that I’ve really liked browsing your blog posts. In any case
I’ll be subscribing to your blog and I hope you write again soon!
June 23rd, 2009 at 9:44 pm
Thank you. Please bear with me while I learn this blogging tool. I have much more to write about. Keep coming back.
Let me know what topics you might be interested in or problems you are having that relate to customer satisfaction
June 25th, 2009 at 5:34 pm
Loved your latest post, by the way.
October 15th, 2009 at 12:58 pm
[...] is the balance between what you promise and what you deliver against those promises. See my blog article on this subject. In the FTC context, what you promise your product or service does can come under [...]