Linking Customer And Employee Satisfaction To Financial Performance
Derek R. AllenMarket Probe Europe
THE CUSTOMER SATISFACTION PROFIT LINK
It should come as no surprise that very few companies even consider the relationship between customer satisfaction and profitability. Establishing an empirical link between customer satisfaction and key business outcomes like profitability or market share assumes that a number of criteria are met. Of greatest concern is the organization's maturity. Companies with relatively unsophisticated or very new customer satisfaction programs are not likely to pursue the types of analysis described in this paper.
The desire to link customer satisfaction...