Why client satisfaction is not enough

This article demonstrates that high levels of client satisfaction are not as positive a measure of the health of client-supplier relationships as might be assumed.

Why client satisfaction is not enough

Carey EvansRelationship Audits & Management (RAM)

A few years ago, my business partner and I attended a business networking event held on a luxurious cruise ship which sailed from Southampton and dropped anchor in the Channel Islands. The event was essentially 'speed dating for businesses' in which companies (like us) paid a fee to meet a range of prospective clients who meanwhile used the event to check out potential new suppliers. To this end, the organisers had set up some thirty business meetings for us over the next three days.

The night before...

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