What’s the difference between satisfied and delighted?
“A ‘Satisfied Customer’ is eight times more likely to switch to a competitor than a ‘Delighted Customer.’”
-Branding expert Ed Delia recounts the key takeaway of a seminar he attended on the topic of “customer attrition”.
‘Barely satisfied’ and ‘delighted’ are a mere 5 notches apart on the Sutori goodwill meter, but from a business impact perspective they are clearly miles apart.
The good news for businesses is that if you listen carefully, your customers will tell you exactly how to make that journey.
The good news for customers is that there are now more places than ever (Sutori included) for you tell businesses what they need to hear.
. . . and if they still don’t listen, there’s always that whole switching to the competition thing to fall back on, too.
Add comment February 5th, 2007