Customer satisfaction is meeting…..or exceeding the expectations of the customer.

We often think of customer satisfaction as a rather linear process….the more effort we put into it the more satisfied a customer is. That just isn’t so.

Let’s break customer expectations up into two categories:

• Expected--Things the customer expects
• Unexpected--Thi
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  sfaction.

  Customer satisfaction is meeting…..or exceeding the expectations of the customer.

  We often think of customer satisfaction as a rather linear process….the more effort we put into it the more satisfied a customer is. That just isn’t so.

  Let’s break customer expectations up into two categories:

  • Expected--Things the customer expects
  • Unexpected--Th
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    We often think of customer satisfaction as a rather linear process….the more effort we put into it the more satisfied a customer is. That just isn’t so.

    Let’s break customer expectations up into two categories:

    • Expected--Things the customer expects
    • Unexpected--Th
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      to it the more satisfied a customer is. That just isn’t so.

      Let’s break customer expectations up into two categories:

      • Expected--Things the customer expects
      • Unexpected--Th
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        into two categories:
        • Expected--Things the customer expects
        • Unexpected--Things the customer doesn’t even know exist, but would be excited to find them unexpectedly delivered.

        If a customer expects something, he is very unhappy when he doesn’t get it, and becomes comfortable or just satisfied when he finally gets it. In other words, in this case “satisfied” is sort of “the customer is OK with it.” That is almost a non event.

        The only way from here is down if you