Customer Satisfaction | Make An Impact

I'm not going to say you "manage what you measure." Oh no! I said it. OK, it is cliche but true.

I think before I dive into this topic too much, I need to acknowledge a couple of things:

• Customer Satisfaction is subjective and flawed
• Customer Satisfaction is important and relevant

Now that we've acknowledge this, we can move on. :)

Look, it might not be perfect, but it is important and what is looked at (often) as the gold standard for performance. So, let's figure out how to pull the right levers to make this work.

Over the next few weeks, I will present blogs on customer satisfaction addressing:

• Rebuilding Customer Satisfaction
• Training
• Quality Assurance
• Coaching

Keep tuned for some great customer satisfaction insights. And please jump in with your comments and suggestions. This is a huge topic and deserves lots of attention.