Customer-Satisfaction Measurements: An Answer to Yesterday's Problem? (Guest Column)
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Book Details
Author(s)
Mark Hochman
Publisher
Harvard Business Review
ISBN / ASIN
B00005RI07
ISBN-13
978B00005RI07
Marketplace
France 🇫🇷
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Description
Your customers tell you they're satisfied, but suddenly they're buying from your competitors. Why? The author cautions against equating customer satisfaction with customer loyalty and offers advice on measuring customer satisfaction in ways that really matter. Mark Hochman is president of Hochman & Co., an affiliate of Lochridge & Co., in Boston.
