CHAPTER SIXSATISFACTION ISN’T GOOD ENOUGH— ANYMORE
Setting goals to increase customer satisfaction is essentially meaningless.
It doesn’t take long before you realize that Michael Edwardson is saying something important, something different, something almost startling in the field of customer service. Yet as a listener, you find yourself accepting his thesis from the very beginning. Edwardson, a tall, articulate Australian on the faculty at the University of New South Wales, says point-blank that setting goals to increase customer satisfaction is essentially meaningless.
That, of course, is exactly what countless numbers of organizations do. This focus on customer satisfaction, according to Edwardson, “seriously limit[s]… our discovery ...
Get Emotional Value now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
