re: Satisfied Customers: Customer Lifecycle Management

Sharon — Tue, 13 Jun 2006 11:12:13 GMT

Seth Godin made an interesting comment about customer satisfaction back in February:

"...They don't measure how good your service is, or how optimal your product is. They measure how well you did compared to expectations. They're not the same"t

I think this is particularly relevant in Web 2 world, because expectations are intrinsically tied to reputation, a core Web 2 trend. A company who doesn't have the greatest product but connects with its customers will likely experience greater satisfcation and loyalty than a company with the perfect product who isolates itself from its customers and doesn't listen.

Tools like blogs, wikis and social networks have helped build bridges and improve reputation in the tech and teen worlds. Businesses need to look at how they can achieve the same results within their communities (customers and employees) if they want to meet and exceed expectations and build a satisfied (and loyal) customer base.

Innovation

Michael Platt's WebLog — Mon, 14 Aug 2006 23:57:29 GMT

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I have been blogging for a while about business value and how the whole Web 2.0 thing in the...

Innovation | Web 2 Company

Innovation | Web 2 Company — Wed, 03 Oct 2007 12:35:58 GMT

PingBack from http://web2company.com/blog/2007/04/24/innovation/