The following is a reprint of an article that appeared on Research Access by Dana Stanley.  Read and ask yourself how YOU spell SATISFACTION Later this week I’ll be attending the Net Promoter Conference in San Francisco.  I’m really looking covering this event for Research Access. Customer satisfaction (or CSAT) measurement is a highly specialized, but vitally important, part of the research world….

Build Loyalty and Love With Customers
In a recent article, one of my favorite marketing minds, Drew McLellan talks about having a Love Relationship with your customer.  This philosophy goes along with Tim Sanders‘ classic Love is the Killer App and a myriad other articles extolling the virtues of loving your customer.
Quite frankly, it’s easy to talk about loving your customer —…

“Begin with the end in mind” is the number two habit of Highly Successful People for a reason: You want to focus your energy on actually doing what counts – like reaching customer survey objectives, instead of counting what you’re doing.
My favorite way to begin any survey project is to bring the team into a room and say “In the next hour, we are going to be spending about $50,000 (this is the estimated cost of everyone in the room for that hour) to discuss our customer satisfaction survey. …