Posted on:Sep 112012
Most organizations that measure their customer satisfaction still do so by a 0-100 point scale. However, recent changes in known customer loyalty for products/services appear to indicate that this metric may no longer be a sound one to use. I learned this myself recently when talking with my esteemed colleague and recognized expert in this area of business performance, Phil Forrest. Phil is the President of the International Customer Service Institute (ticsi.com) and the founding Chairperson for the British Business Awards shown annually on BBC-TV. Here are the questions I asked him and his revealing answers that could mean the difference between success vs. failure for your business.