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 "Our Take"
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"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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4/30/07 - Your Tipping Point
Last time, I asked, "Is satisfied good enough?" Based on research, customers that say they are "completely satisfied" are six times more likely to buy again than customers that say they are merely "satisfied."
Satisfied customers are good. But is that good enough? No! Satisfied customers defect and go to the competition and that churn is costing your organization a tremendous amount of money. So what is the difference between a satisfied customer and a completely satisfied customer? What is the tipping point when a customer becomes six times more likely to buy from you again?
Of course, the answer to that question is different for most organizations. But there is an answer. Have the powers that be (that means you) asked that question within your organization? If so, does everyone know that answer and is everyone doing everything possible to make that answer a reality for your important customers? Why or why not?
Gary Lemke, Publisher
(Share your thoughts)
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