BCL248 Lies, Damned Lies and the Wrong Statistics

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Lies, Damned Lies, and the Wrong Statistics Measuring what matters to customers for positive outcomes – The end is Insight

Measuring customer satisfaction is often as unreliable and surprising as election or referendum polls. The downside of believing what people say they will do and what they do can have many politicians and business people going in entirely the wrong way politically and strategically. Many businesses look at customer satisfaction as a necessary evil and some cases don't devote enough time and attention to it. But what are the consequences and statistically will it have an impact on your business.

Measuring customer satisfaction

Really understanding your customers’ needs and wants, the differences between them, and how they truly feel about your company are critical, non-negotiable elements in measuring what is important to them and their decisions to continue to do business with you. And if you don’t know the answer to that, then how long have you got?

Who is Gerry Brown

Gerry Brown is on a mission to save the world from bad customer service. He helps businesses save customers at risk of drowning in a sea of indifference and breathes life into their customer service operations and customer experience strategy. Gerry Brown is an expert at measuring customer satisfaction.