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Oct 7 Posted 3 years ago
Everyone is chasing customer satisfaction yet again and they think the use of social media is important to the measures. The problem with that strategy is that if you simply achieve customer satisfaction It is simply meeting basic expectations. You loose!
You can run surveys, measure engagement, test theries etc. etc. but unless you go way beyond what is expected you will never win.
Most customers don't really know what would exceed their expectations because they have never experienced it. Using simply surveys to define what needs to be done to be "customer focused" is like driving by looking in the rear view mirror, crash!
Steve Jobs looked ahead of what the customer expected then made the competition chase the bar he set. Lets now waste time asking the customer what they want, like or expect because the frame of reference is what they got, didn't like as the bar of expectation. Change the bar by innovating and instead of running survey's and trying to measure satisfaction you become the new paradigm of satisfaction.
The difference is being behind or ahead of customer satisfaction