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Customer Satisfaction is Not Enough - Why High Satisfaction Scores May Actually Spell “Danger” for Your Brand
Nice article, Michael. And one additional thought. One area I see many companies forget to address is employee engagement. Organizations get customer connection, leadership commitment, and brand promise, but many organizations miss the point that the employees deliver the experience.
I’d be interested in your thoughts on what successful brands do to harness the knowledge and enthusiasm of employees in improving the overall customer experience. Our clients Symantec and tw telecom have found that the key is to build a sense of organizational pride that is linked to delighting customers.
Steven Nicks, Vice President, Satmetrix - November 22, 2010
I am surprised your article has not generated more comments as I found it insightful and well written. However, I do not buy the article's premise in the title nor do I feel you supported the premise in the body of the article.How exactly is a brand actually in "danger" by satisfying customers to a high degree? Yes, customers who are 'just' satisfied may not spend more than other customers but they spend more than non-customers. I think you also imply that high satisfaction correlates directly with defection. Methinks not.What is clear in your piece is that mere satisfaction is not the same as loyalty and loyalty is today's market is temporal at best.
Jack Vrooman, President, The Jakzen Group - November 27, 2010
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Nice article, Michael. And one additional thought. One area I see many companies forget to address is employee engagement. Organizations get customer connection, leadership commitment, and brand promise, but many organizations miss the point that the employees deliver the experience. 
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