Why Customer Happiness Trumps Satisfaction
Posted in banking, branding, community, consumer behavior, consumer perception, financial services, marketing, social marketing, social network on Jul 25th, 2011
I got another customer satisfaction survey from my bank the other day. Once again a request for me to take my time to tell them how they are doing. Once again a perfectly framed poll asking closed ended questions so that someone, somewhere can report their score delta and check off an item on their [...]
