Research for the bottom line
Converting what people say to what people do
Farrokh Suntook Total Research LimitedDavid Gidney Dow Chemical CompanyJoan Fredericks Total Research Corporation andTim Rey Dow Chemical Company
THE BASIC PREMISE:
Customer Satisfaction (what people say) is not the same as Customer Loyalty (what people truly feel and do)
The premise that forms the basis for much of this article is that satisfying customers is not enough: companies who have stopped here have found that satisfied customers may still defect in significant numbers. For example, work by Roland T....