Beyond Satisfaction: A Strategic Framework for Service Quality Management
The Satisfaction Trap: Why "Happy" Customers Aren't EnoughFor decades, the North Star of service management has been customer satisfaction. We've surveyed, scored, and benchmarked, often finding that high satisfaction scores don't correlate with the loyalty and growth we expect. This is the satisfaction trap: the dangerous assumption that a satisfied customer is a loyal customer. In my experience consulting for retail and SaaS companies, I've seen organizations with 90%+ satisfaction rates still