mc’s Blog

In bygone days, maybe customer satisfaction was the key to business success.  Maybe in a previous era, people were more loyal to the brands and the businesses who met their needs.  Maybe, in your grandfather’s economy, a satisfied customer would tell his friends and refer more business to your door.  But not any more!  Today, consumers are far more likely to shop around for a lower price, even if they got everything they asked for from you the first time around.  Today, a satisfied customer is just that… satisfied.  But what you want isn’t satisfied customers; what you want – what your business needs – is loyal customers.  And to get that, you have to give them a whole lot more than just what they expect.  A satisfied customer pays you and goes home happy, but he may never come back.  He may never recommend you to his friends.  If you strive to satisfy every customer, you’ll be missing out on the best source of future business.  In today’s business environment, you have to go well beyond customer satisfaction.  You should strive to achieve total, unparalleled customer delight.